Download Policy Wording - Cedar Tree Travel Insurance

CEDARTREE POLICY WORDING
CONTENT
Policy Summary
3
Section H - Delayed departure
28
Introduction
11
Section I - Missed departure
29
Definitions
12
Section J - Legal expenses and assistance
30
General conditions applicable to the whole policy
14
Section K - Hijacking
31
Claims conditions
14
Section L - Mugging cover
31
Important conditions relating to health
15
Section M1 - Schedule Airline Failure Insurance
32
What is not covered - applicable to all sections of the policy
16
Section M2 - End Supplier Failure
32
Sports and activities covered
17
Sections N - Ski equipment
33
How to contact us in an emergency
19
Section O - Ski equipment hire
34
Section A - Cancellation or curtailment charges
20
Section P - Ski pack
34
Section B - Emergency medical and other expenses
21
Section Q - Piste closure
35
Section C - Hospital benefit
22
Section R - Avalanche or landslide cover
35
Section C1 - Pet Care
23
Section S - Physiotherapy in the United Kingdom
35
Section D - Personal accident
23
Section T - Travel disruption cover
36
Section E - baggage
24
Section U - Golf cover
39
Section E1 - Gadget cover
24
Section V - Wedding/Civil partnership cover
40
Section E2 - Gadget cover extension
24
Section W - Cruise cover
42
Section F - Personal money, passport and documents
27
Section X - Business travel
43
Section G - Personal liability
28
Making a complaint
44
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Cedar Tree Travel insurance policy summary
This policy summary does not contain full details and conditions of your insurance – these are located in your policy wording.
This insurance is underwritten by AXA Insurance UK plc.
Where a heading is underlined in this policy summary full details can be found in
your policy wording under the same heading.
TYPE OF INSURANCE AND COVER
Travel insurance for single or annual multi trips – Please refer to your policy
schedule for your selected cover.
Various optional covers may also be included – your policy schedule will show if
you selected these options.
AGE ELIGIBILITY
Annual multi trip
This policy is not available to anyone aged 76 or over if annual multi trip cover is
selected. If you are aged under 18 you are only insured when travelling with one
or both of the insured adults (or accompanied by another responsible adult).
If you reach any of the ages mentioned above during the period of insurance,
cover will continue until the next renewal date but not after that.
If single trip cover is selected, this policy is not available to anyone aged 76 or
over.
CONDITIONS
»» It is essential that you refer to the Important conditions relating to health
in the policy wording, as failure to comply with these conditions may
jeopardise your claim or cover.
»» If you are travelling to Australia and you require medical treatment you
must enrol with a local Medicare office.
Special conditions apply to each section of your policy - Please refer to the policy
wording for full details.
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SCHEDULE OF BENEFITS
The table below shows the maximum benefits you can claim for each insured person (unless otherwise stated). Some sections are optional and these are
marked *
Your policy schedule will show if you selected any of these options.
Cover Section
Silver
**Excess
Gold
**Excess Platinum
**Excess
£3,000
£50
£5,000
£50
£7,500
Nil
£15,000,000
£50
£15,000,000
£50
£15,000,000
Nil
Section A
Cancellation and Curtailment
Charges
Section B
Emergency Medical and other
expenses
Emergency Dental
Funeral Expenses Abroad
£250
£500
£500
£5,000
£5,000
£5,000
Section C
Hospital benefit
£20 for each 24 hour
period up to £200
Nil
£30 for each 24 hour
period up to £1,000
Nil
£50 for each 24 hour
period up to £1,500
Nil
Pet Care
£15 for each 24 hour
period up to £150
Nil
£20 for each 24 hour
period up to £200
Nil
£25 for each 24 hour
period up to £250
Nil
Permanent Total Disablement
£1,000 (up to 66)
Nil (67 and over)
Nil
£10,000 (up to 66)
Nil (67 and over)
Nil
£10,000 (up to 66)
Nil (67 and over)
Nil
Loss of limb(s)/eye(s)
£1,000 (up to 66)
Nil (67 and over)
£10,000 (up to 66)
Nil (76 and over)
£10,000 (up to 66)
Nil (67 and over)
Death
£1,000 (age 18-66)
Nil (U18, 67 and over)
£10,000 (age 18-66)
£1,000 (U18, 67 and
over)
£10,000 (age 18-66)
£1,000 (U18, 67 and
over)
Section D
Section E
Baggage
£2,000
£50
Single Item/Pair/Set Limit
£150
£300
£500
Valuables Limit
£150
£300
£500
Baggage Delay
Over 12 hours
£25 after each 12 hour
period up to £150
Nil
£2,000
£50
£50 after each 12 hour
period up to £300
£3,000
Nil
Nil
£100 after each 12
hour period up to
£500
Nil
£50
£300
Nil
Section E1 Gadget Cover (cover per policy except groups where it applies per person)
Accidental damage,
Theft and Loss
£200
£50
£250
Section E2 Gadget Cover Extension (cover per policy except groups where it applies per person)
Option 1 Single Item Limit
£1,000
£500
£50
£1,000
£500
£50
£1,000
£500
Nil
Option 2 Single Item Limit
£2,000
£750
£50
£2,000
£750
£50
£2,000
£750
Nil
Option 3 Single Item Limit
£3,000
£1,000
£50
£3,000
£1,000
£50
£3,000
£1,000
Nil
Unauthorised Usage
£1,000
Nil
£1,000
Nil
£1,000
Nil
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Cover Section
Silver
**Excess
Gold
**Excess Platinum
**Excess
Personal money
£300
£50
£300
£50
Nil
Cash Limit
£200
£50 (U18)
£250
£75 (U18)
£300
£100 (U18)
Replacement Passport and
Travel Documents
£100
£300
£500
Section F
£400
Section G
Personal Liability
£2,000,000
£50
£2,000,000
£50
£2,000,000
Nil
Delayed Departure
£25 for each 12 hour
delay up to £150
Nil
£25 for each 12 hour
delay, up to £250
Nil
£50 for each 12 hour
delay, up to £500
Nil
Holiday Abandonment
£3,000
£50
£5,000
£50
£7,500
Nil
£250
£50
£500
£50
£1,000
Nil
£5,000 (max £10,000
for 2 or more
insured’s)
Nil
£20,000 (max £40,000
for 2 or more
insured’s)
Nil
£30,000 (max
£60,000 for 2 or more
insured’s)
Nil
Nil
Nil
£25 for each 24 hour
period up to £250
Nil
£35 for each 24 hour
period up to £350
Nil
£15 for each 24 hour
period up to £150
Nil
£25 for each 24 hour
period up to £250
Nil
£35 for each 24 hour
period up to £350
Nil
£2,500
Nil
£2,500
Nil
£2,500
Nil
£2,500
Nil
£2,500
Nil
£750
£50
£1,000
Nil
Section H
Section I
Missed Departure
Section J
Legal Expenses
Section K
Hijacking
Section L
Mugging
Section M1
Insolvency of Scheduled Airline
(prior to or after departure)
Section M2
End Supplier Failure
Nil
Section N, O, P, Q, R and S
N
Ski equipment Owned
£500
Ski equipment Hired
£150
£250
£400
Single Item/Pair/Set Limit
£250
£375
£500
O Ski Hire
£15 per day to £250
£50
Nil
£20 per day to £400
Nil
£25 per day to £500
Nil
P Ski Pack
£250
Nil
£400
Nil
£500
Nil
Q Piste Closure
£15 per day to £250
Nil
£20 per day to £400
Nil
£25 per day to £500
Nil
R Avalanche Closure
£15 per day to £250
Nil
£20 per day to £400
Nil
£25 per day to £500
Nil
S Physiotherapy in the United
Kingdom
Nil
Nil
£200
Nil
£350
Nil
Cancellation or abandonment of
your trip after 12 hours delay or
£3,000
£50
£5,000
£50
£7,500
Nil
Additional expenses to reach your
destination
£3,000 (including up
to £200 for taxis and
hire cars and £500
following loss of
passport or visa)
£50
£5,000 (including up
to £200 for taxis and
hire cars and £500 following loss of passport
or visa)
£50
£7,500 (including up
to £200 for taxis and
hire cars and £750
following loss of
passport or visa)
Nil
Section T
Before you reach your destination:
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Cover Section
Silver
**Excess
Gold
**Excess Platinum
**Excess
Delayed departure compensation
(including delays to outbound
connections)
£25 for each 12 hour
delay, up to £150
Nil
£25 for each 12 hour
delay, up to £250
Nil
£50 for each 12 hour
delay, up to £500
Nil
£3,000
£50
£5,000
£50
£7,500
Nil
£250 (including up to
£200 for taxis and hire
cars)
£50
£500 (including up to
£200 for taxis and hire
cars)
£50
£1,000 (including up
to £200 for taxis and
hire cars)
Nil
£3,000
£50
£5,000
£50
£7,500
Nil
Additional expenses to return home
or if you have to stay longer abroad
£3,000 (including up
to £200 for taxis and
hire cars and £500
following loss of
passport or visa)
£50
£5,000 (including up
to £200 for taxis and
hire cars and £500 following loss of passport
or visa)
£50
£7,500 (including up
to £200 for taxis and
hire cars and £500
following loss of
passport or visa)
Nil
Delayed departure compensation
(including delays to inbound connections)
£25 for each 12 hour
delay, up to £150
Nil
£25 for each 12 hour
delay, up to £250
Nil
£50 for each 12 hour
delay, up to £500
Nil
Missed departure expenses to enable
you to return home if you miss your
inbound connections (including
those within the United Kingdom)
£250 (including up to
£200 for taxis and hire
cars)
£50
£500 (including up to
£200 for taxis and hire
cars)
£50
£1,000 (including up
to £200 for taxis and
hire cars)
Nil
£1,000
£50
£1,500
£50
£2,000
Nil
Abandonment of your trip following
missed departure in the United Kingdom, or you not being able to reach
your United Kingdom destination
for trips solely within the United
Kingdom
Missed departure expenses to enable
you to continue your trip if you miss
your outbound connections
While you are at your destination:
Alternative accommodation if your
booked accommodation cannot be
used or abandonment of trip
On the way home:
Section U
Golf equipment
Single Item/Pair/Set Limit
£250
Golf equipment Hire
£25 per day up to
£250
Nil
£35 per day up to
£350
£375
Nil
£50 per day up to
£500
£500
Nil
Non Refundable Golf Fees
£25 per day up to
£250
Nil
£35 per day up to
£350
Nil
£50 per day up to
£500
Nil
Wedding rings
£300 per person
£50
£500 per person
£50
£1,000 per person
Nil
Wedding gifts
£500 (£150 cash)
per couple
£50
£750 (£150 cash)
per couple
£50
£1,000(£150 cash)
per couple
Nil
Wedding attire
£1,000 per person
£50
£1,500 per person
£50
£2,000 per person
Nil
Photographs/
video recordings
£500 per couple
£50
£750 per couple
£50
£1,000 per couple
Nil
Baggage
£2,500
£50
£3,000
£50
£3,500
Nil
Single Item/Pair/Set Limit
£400
Valuables Limit
£500
Unused Excursions
£300
£50
£500
£50
£750
Nil
Business Equipment
£750 per person
£50
£1,000 per person
£50
£1,500 per person
Nil
Single Article Limit
£350
£50
£500
£50
£750
Nil
Valuables Limit
£350 per person
£50
£500 per person
£50
£750 per person
Nil
Replacement Business Associate
£3,000 per couple
£50
£5,000 per couple
£50
£7,500 per couple
Nil
Section V
Section W
£500
£750
£500
£500
Section X
** excess The amount stated in the schedule of benefits above that you will be responsible for paying under each section, by each insured person, per
incident in the event of a claim.
Unless you have paid the additional premium to waive the excess as stated in your policy schedule.
Special definition relating to sections E1 – Gadget Cover and E2 – Gadget Cover Extension:
Under section E1 – Gadget Cover and E2 – Gadget Cover Extension the excess is the amount detailed in your insurance schedule you must contribute
towards each and every claim you make on your policy, except for group policies where this applies per claim per insured person.
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SIGNIFICANT OR UNUSUAL LIMITATIONS
OR WHAT IS NOT COVERED
»» The standard policy excess you have agreed to pay is based on the
level of cover shown on your policy schedule and is shown in the
schedule of benefits on pages 4-6 of your policy wording.
»» You must obtain the prior authorisation of the Emergency Medical
Assistance Service or us before incurring any medical expenses (including any out -patient treatment) over £500. If this is not possible
because the condition requires emergency treatment you or someone on your behalf must contact the Emergency Medical Assistance
Service as soon as possible.
»» Under annual multi trip policies there is no cover for trips over
either 32, 45 or 90 days dependent on the level of cover selected as
detailed in your policy schedule.
»» Any trip that has already begun when you purchase this insurance
will not be covered, except where this policy replaces or you renew
an existing annual multi trip policy which fell due for renewal during
the trip.
What is not covered applicable to all sections
of the policy
»» War risks, civil commotion, terrorism, (except under Section B –
Emergency medical and other expenses, Section C – Hospital benefit
and Section D – Personal accident unless caused by nuclear, chemical or biological attack), sonic bangs, radioactive contamination.
»» There are a number of sports, activities and winter sports that are not
covered - Please see paragraphs 4, 5, and 6 in What is not covered applicable to all sections of the policy in the policy wording.
»» Climbing on or jumping from vehicles, buildings or balconies regardless of the height.
»» Wilful, self-inflicted injury, suicide, drug use or solvent abuse.
»» You drinking too much alcohol, or you are suffering from alcohol
dependence or directly or indirectly from the symptoms of alcohol
withdrawal resulting in a claim.
»» Unlawful actions and any criminal proceedings brought against you.
»» Travel to a country, specific area or event which the Travel Advice
Unit of the Foreign and Commonwealth Office (FCO) has advised
against all travel or all but essential travel (except where cover is provided under subsections 1. and 6.c) of What is covered under Section
P – Travel disruption cover).
What is not covered under Section A – Cancellation
or curtailment charges
»» Redundancy caused by misconduct, resignation, voluntary
redundancy, entering into a compromise agreement, or where
you received a warning or notification of redundancy before you
purchased this insurance or at the time of booking any trip.
»» We will only consider the unused pre-paid expenses of a person who
is insured under this policy. For example, if you are travelling with
someone who is not insured under this policy we will only pay your
proportion of the costs not theirs, regardless who has paid for the
booking.
»» Any circumstances known to you before you purchased this insurance or at the time of booking any trip that could reasonably be
expected to result in a claim.
»» The cost of Air Passenger Duty (APD) whether irrecoverable or not.
What is not covered under Section B
– Emergency medical and other expenses
»» Treatment or surgery which in the opinion of the Emergency Medical
Assistance Service, can wait until your return to your home area.
»» Medication, which prior to departure is known to be required.
»» Expenses incurred as a result of a tropical disease where you have
not had the NHS recommended inoculations and/or not taken the
NHS recommended medication.
What is not covered under Section C
– Hospital benefit
»» Hospitalisation, compulsory quarantine or confinement to your
accommodation as a result of a tropical disease where you have not
had the NHS recommended inoculations and/or not taken the NHS
recommended medication.
What is not covered under Section C1
– Pet Care
Claims arising from your bodily injury, illness or disease that is not covered
under Section B – Emergency medical and other expenses.
What is not covered under Section E
– baggage
»» Valuables left unattended at any time unless in a hotel safe, safety
deposit box or in your locked accommodation.
»» baggage contained in an unattended vehicle between 9 pm and 9
am (or at any time between 9 am and 9 pm unless it is locked out of
sight in a secure baggage area) – Please see the definition of secure
baggage area in the Definitions in the policy wording.
»» Loss, theft or damage to gadgets. Claims for gadgets should be
made under section E1 – Gadget cover or E2 – Gadget cover extension.
»» Contact or corneal lenses, hearing aids, dental or medical fittings,
ski equipment, golf equipment and other items are excluded - See
your policy wording for the full list.
»» Business equipment, business goods, samples or tools used in
connection with your occupation.
What is not covered under Section E1
– Gadget Cover & E2 – Gadget Cover Extension
»» Any loss, theft or damage whilst not on a trip.
»» Loss where the circumstances cannot be clearly identified i.e. where
you are unable to confirm the time and place of the loss.
»» Any claim involving theft unless reported to the appropriate local
police authorities and the network within 24 hours of discovering
the incident.
»» Theft of the gadget from the person unless force or threat of violence is used.
»» Any loss, theft or accidental damage of the gadget left as checked
in baggage.
»» Theft of the gadget from an unoccupied premise whilst on your
trip, unless there is evidence of violent and forcible entry to the
premises.
»» Theft or accidental damage to the gadget whilst in the possession
of anyone else other than your immediate family.
»» Repair or other costs for repairs carried out by anyone not authorised
by us.
What is not covered under Section F
– Personal money, passport and documents
»» Personal money or your passport or visa left unattended at any
time unless in a hotel safe, safety deposit box or in your locked
accommodation.
»» Loss or theft of traveller’s cheques where you have not complied
with the issuing agents conditions.
What is not covered under Section G
– Personal liability
»» Pursuit of any trade, business or profession, or the ownership,
possession or use of mechanically propelled vehicles, aircraft or
watercraft.
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What is not covered under Section H
– Delayed departure
»» Strike or industrial action existing or being publicly announced by
the date you purchased this insurance or at the time of booking any
trip.
»» The cost of Air Passenger Duty (APD) whether irrecoverable or not.
»» Claims arising directly or indirectly from volcanic eruptions and/or
volcanic ash clouds.
»» Any costs incurred by you which are recoverable from the public
transport operator or for which you receive or are expected to
receive compensation, damages, refund of tickets, meals, refreshments, accommodation, transfers, communication facilities or other
assistance.
»» Any travel and accommodation costs, charges and expenses where
the public transport operator has offered reasonable alternative
travel arrangements within 12 hours of the scheduled time of
departure.
What is not covered under Section I
– Missed departure
»» Strike or industrial action existing or being publicly announced by
the date you purchased this insurance or at the time of booking any
trip.
»» Your failure to arrive at the departure point in time to board any
connecting public transport after your departure on the initial
international outbound and return legs of the trip.
»» Claims arising directly or indirectly from volcanic eruptions and/or
volcanic ash clouds.
What is not covered under Section J
– Legal expenses and assistance
»» Cover is only available if a claim is more likely than not to be successful and if any judgement is more likely than not to be enforced. See
the Prospects of success wording under this section of the policy
wording for more information.
»» Legal costs and expenses incurred prior to our written acceptance
of the case.
What is not covered under Section K
– Hijacking
»» Any claim relating to payment of ransom monies.
»» Any claim arising out of any act(s) by you which would be considered an offence by a court of the United Kingdom if they had been
committed in the United Kingdom.
What is not covered under Section L
– Mugging
»» Any additional period of hospitalisation relating to treatment or
surgery, including exploratory tests, which are not directly related to
the bodily injury which necessitated your admittance into hospital.
»» Hospitalisation relating to any form of treatment or surgery which in
the opinion of AXA Assistance or us (based on information provided
by medical practitioner in attendance), can be delayed reasonably
until your return to your home area.
»» Any additional period of hospitalisation relating to treatment or
services provided by a nursing home or any rehabilitation centre.
What is not covered under Section M1
– Scheduled Airline Failure Insurance
»» Scheduled flights not booked within your home country prior to
departure
»» Any losses which are not directly associated with the incident that
caused you to claim. For example, loss due to being unable to reach
a pre-booked hotel, villa, car hire or cruise following the financial
failure of an airline.
What is not covered under Section M2
– End Supplier Failure
»» Travel and accommodation not booked within the United Kingdom
prior to departure.
»» Any loss for which a third party is liable or which can be recovered by
other legal means.
»» Any losses which are not directly associated with the incident that
caused you to claim. For example, loss due to being unable to reach
your pre booked hotel following the financial failure of an airline.
What is not covered under Sections N,O,P,Q, and S –
Winter sports
»» Ski equipment contained in or stolen from an unattended vehicle
between 9 pm and 9 am (or at any time between 9 am and 9 pm
unless it is locked out of sight in a secure baggage area) – Please
see the definition of secure baggage area in the Definitions in the
policy wording.
»» A deduction for wear, tear and depreciation will be made on ski
equipment – see table in Section N – Ski equipment.
What is not covered under Section T
– Travel disruption cover
»» Claims arising within the first 7 days after you purchased this insurance or the date you booked any trip (whichever is the later) which
relate to an event which was occurring or you were aware could
occur at the time you purchased this insurance or booked the trip
(whichever is the later).
»» Any claims arising whilst you are on a day-trip.
»» Strike, industrial action or the Travel Advice Unit of the Foreign and
Commonwealth Office (FCO) or other regulatory authority issuing a
directive prohibiting all travel or all but essential travel to the country or specific area or event to which you were travelling, existing or
being publicly announced by the date you purchased this insurance
or at the time of booking any trip.
»» Denied boarding due to your drug use, alcohol or solvent abuse or
your inability to provide a valid passport, visa or other documentation required by the public transport operator.
»» The cost of Air Passenger Duty (APD) whether irrecoverable or not.
»» Any costs incurred by you which are recoverable from the providers
of the accommodation (or their administrators) or for which you
receive or are expected to receive compensation or reimbursement.
»» Any costs incurred by you which are recoverable from the public
transport operator or for which you receive or are expected to
receive compensation, damages, refund of tickets, meals, refreshments, accommodation, transfers, communication facilities or other
assistance.
»» Any accommodation costs, charges and expenses where the public
transport operator has offered reasonable alternative travel arrangements within 12 hours of the scheduled time of departure.
»» For subsection 4. only of What is covered, your reluctance to travel
or make or attempt to make alternative arrangements to reach
your destination where reasonable alternative travel facilities were
available and no severe weather warnings for the area concerned or
notices of road closures on your planned route had been issued.
»» Your passport or visa left unattended at any time unless in a hotel
safe, safety deposit box or in your locked accommodation.
What is not covered under Section U
– Golf cover
»» Redundancy caused by misconduct, resignation, voluntary
redundancy, entering into a compromise agreement, or where
you received a warning or notification of redundancy before you
purchased this insurance or at the time of booking any trip.
»» Any circumstances known to you before you purchased this insurance or at the time of booking any trip that could reasonably be
expected to result in a claim.
DIRECT 1/10/2015 v1.1
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»» Golf equipment contained in an unattended vehicle between 9 pm
and 9 am (or at any time between 9 am and 9 pm unless it is locked
out of sight in a secure baggage area) – Please see the definition of
secure baggage area in the Definitions in the policy wording.
What is not covered under Section V
– Wedding/Civil partnership cover
»» Valuables, bank notes and currency notes left unattended unless in
a hotel safe, safety deposit box or in your locked accommodation.
»» Loss, theft or damage to gadgets. Claims for gadgets should be
made under section E1 – Gadget cover or section E2 – Gadget cover
extension.
»» baggage contained in an unattended vehicle between 9 pm and 9
am (or at any time between 9 am and 9 pm unless it is locked out of
sight in a secure baggage area) – Please see the definition of secure
baggage area in the Definitions in the policy wording.
»» Contact or corneal lenses, hearing aids, dental or medical fittings,
ski equipment, golf equipment and other items are excluded - see
your policy wording for the full list.
»» Business goods, samples or tools used in connection with your
occupation.
What is not covered under Section W
– Cruise cover
»» Valuables left unattended at any time unless in a hotel or ship’s safe,
safety deposit box or in your locked cabin or other accommodation.
»» Loss, theft or damage to gadgets. Claims for gadgets should be
made under section E1 Gadget cover and section E2 Gadget cover
extension.
»» baggage contained in an unattended vehicle between 9 pm and 9
am (or at any time between 9 am and 9 pm unless it is locked out of
sight in a secure baggage area) – Please see the definition of secure
baggage area in the Definitions in the policy wording.
»» Contact or corneal lenses, hearing aids, dental or medical fittings,
ski equipment, golf equipment and other items are excluded - see
your policy wording for the full list.
»» Business goods, samples or tools used in connection with your
occupation.
»» Confinement or compulsory quarantine as a result of a tropical disease where you have not had the NHS recommended inoculations
and/or not taken the NHS recommended medication.
DURATION
Annual multi trip
This provides you with cover to travel as many times as you like within the
period of insurance as detailed in your policy schedule for your selected
cover provided no single trip lasts longer than the following durations:
32 days if you have bought Silver cover;
45 days if you have bought Gold cover; or
90 days if you have bought Platinum cover.
If you have purchased a Winter Sports Annual Multi-Trip policy, cover is also
provided for up to 28 days in total for winter sports within the period of
insurance.
Single Trip
This provides you with cover to travel on one trip up to 31 days within the
period of insurance.
Cancellation period
You are free to cancel this policy at any time. If you wish to cancel within 14
days of receipt of the policy documents, you may do so by writing to us for
a full refund providing you have not travelled and no claim has been made.
If you cancel after the first 14 days of receipt of the documents, no premium
refund will be made. See General conditions applicable to the whole policy
in the policy wording for full details.
Claim notification
To make a claim under all sections (except Gadget cover and Scheduled
Airline Failure/End Supplier Failure) please contact:
Rightpath Claims,
Airport House,
Purley
Way, Croydon,
CR0 0XZ
Tel: 020 8667 2465
Online Claims Registration www.rpclaims.com (Scheme Code:
A00806)
To make a claim for Gadget Cover please contact:
What is not covered under Section X
– Business Cover
»» Business equipment left unattended at any time unless in a hotel
safe, safety deposit box or in your locked accommodation.
»» Loss, theft or damage to gadgets. Claims for gadgets should be
made under section E1 Gadget cover and E2 Gadget cover extension.
»» Business equipment contained in an unattended vehicle between
9 pm and 9 am (or at any time between 9am and 9 pm unless it
is locked out of sight in a secure baggage area) – Please see the
definition of secure baggage area in the Definitions in the policy
wording.
»» Loss, theft or damage of CD’s, DVD’s, films, tapes, cassettes, cartridges or discs other than the market value.
»» Any loss or damage arising from manual work.
###
Cedar Tree Travel Gadget Claims
Citymain Administrators Ltd
Enterprise House, Isambard Brunel Road
Portsmouth, PO1 2RX
Tel: 0333 999 7934 (local rate call)
E-mail: [email protected]
To make a claim for Scheduled Airline Failure or End Supplier Failure please
contact:
IPP Claims Office,
IPP House,
22-26 Station Road,
West Wickham,
Kent BR4 0PR
Phone: 020 8776 3752
E-mail: [email protected]
Website: www.ipplondon.co.uk (a claim form may be downloaded
from this site)
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Making a complaint
If your complaint relates to a claim on your policy, you should contact the
department dealing with your claim.
If your complaint relates to your policy, please contact 0203 137 9479 or by
emailing [email protected]
If the complaint is still not resolved, you can approach The Financial
Ombudsman Service. Referral to the Financial Ombudsman Service will not
affect your right to take legal action.
Full details of addresses and contact numbers can be found within the
Making a complaint section of the policy wording.
Financial Services Compensation Scheme (FSCS)
We are covered by the Financial Services Compensation Scheme (FSCS). You
may be entitled to compensation from the scheme in the unlikely event we
cannot meet our obligations to you. This depends on the type of insurance
and the circumstances of the claim. Further information about the compensation scheme arrangements is available from the FSCS (www.fscs.org.uk).
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INTRODUCTION
This is your travel insurance policy. It contains details of what is covered,
special conditions and what is not covered, for each insured person and is
the basis on which all claims will be settled. It is validated by the issue of the
schedule which we recommend be attached to the policy.
In return for having accepted your premium we will in the event of bodily
injury, death, illness, disease, loss, theft, damage, legal liability or other
specified events happening within the period of insurance provide insurance in accordance with the operative sections of your policy as referred to
in your schedule.
The schedule and any endorsements are all part of the policy. Your policy is
evidence of the contract of insurance.
United Kingdom residents
This policy is only available to you if you are permanently resident in the
United Kingdom and registered with a medical practitioner in the United
Kingdom.
The law applicable to this policy
You and we can choose the law which applies to this policy. We propose
that the law of England and Wales applies. Unless we and you agree otherwise the law of England and Wales will apply to this policy.
Providers under this policy
AXA Insurance
Sections A-E, F-L and N-X of this policy are insured by AXA Insurance UK plc
who are authorised by the Prudential Regulation Authority and regulated
by the Financial Conduct Authority and the Prudential Regulation Authority
under registration number 202312. This can be checked on the Financial
Services Register by visiting the FCA’s website at www.fca.org.uk or by contacting them on 0800 111 6768.
How your information will be used by AXA Insurance
and who we share it with
Any personal information supplied to AXA Insurance UK plc will be treated in
accordance with the Data Protection Act 1998 and other legislation intended
to protect Your personal information and privacy.
We will hold and use information about You supplied by You and by medical
providers. Information will be used for analytical purposes, to manage and
administer products and services that We supply, claims handling and
to assist Us in improving Our products and services. We may send it in
confidence for processing to other companies acting on Our instructions
including those located outside the European Economic Area.
Please note insurers exchange information with various databases to help
check the information provided and prevent fraudulent claims.
AmTrust Europe Limited
Age eligibility
Annual multi trip
This policy is not available to anyone aged 76 or over if annual multi trip
cover is selected. If you are aged under 18 you are only insured when travelling with one or both of the insured adults (or accompanied by another
responsible adult).
If you reach any of the ages mentioned above during the period of insurance, cover will continue until the next renewal date but not after that.
Single trip
If single trip cover is selected, this policy is not available to anyone aged 76
or over.
Policy excess
Under most sections of the policy, claims will be subject to an excess. This
means that you will be responsible for paying the first part of each and
every claim per incident claimed for, under each section by each insured
person, unless you have paid the additional premium to waive the excess
as stated in your policy schedule.
Under section E1 – Gadget Cover and E2 – Gadget Cover Extension the excess is the amount detailed in your insurance schedule you must contribute
towards each and every claim you make on your policy, except for group
policies where this applies per claim per insured person.
Helplines
Please carry this policy with you in case of an emergency.
Policy information or advice
If you would like more information or if you feel the insurance may not meet
your needs, please contact the Cedar Tree customer helpline on 0203 137
7922 or by emailing [email protected]
General Insurance Information
This insurance is arranged by Worldwide Internet Insurance Services Limited
(trading as Cedar Tree), an insurance intermediary licenced and regulated
in Gibraltar by the Financial Services Commission under Licence Number
FSC00657B and passported into the Financial Conduct Authority in the UK
under Register Number 429383.
Sections E1 and E2 of this policy are insured by Amtrust Europe Limited,
authorised by the Prudential Regulation Authority and regulated by the
Financial Conduct Authority and the Prudential Regulation Authority under
Financial Services Register Number 202189.
Details on how your information will be used by AmTrust Europe Limited
can be found under section E1 and E2 of your policy wording
International Passenger Protection Limited
Sections M1 and M2 of this policy are insured by International Passenger
Protection Limited is authorised and regulated by the Financial Conduct
Authority (Register Number 311958).
Details on how you can contact International Passenger Protection Limited
to understand how your data will be used can be found under section M1
and M2 of your policy wording.
Fraud prevention
To keep premiums low we do participate in a number of industry initiatives
to prevent and detect fraud. To help prevent crime we may:
1. Share information about you with other organisation’s and public bodies
including the police.
2. Share information about you within the AXA Group and with other
insurers.
3. Pass your details to recognised centralised insurance industry applications and claims review systems (for example the Travel Claims Database)
where your details may be checked and updated.
4. Check your details with fraud prevention agencies and databases. If you
give us false or inaccurate information and we suspect fraud, we may record
this with fraud prevention agencies.
5. Search records held by fraud prevention and credit agencies to:
a) Help make decisions about credit services for you and members of
your household.
b) Help make decisions on insurance policies and claims for you and
members of your household.
c) Trace debtors, recover debt, prevent fraud and to manage your insurance policies.
d) Check your identity to prevent money laundering.
6. Undertake credit searches and additional fraud searches.
DIRECT 1/10/2015 v1.1
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DEFINITIONS
These definitions apply throughout your policy booklet. Where we explain
what a word means, that word will appear highlighted in bold print and
have the same meaning wherever it is used in the policy. We have listed the
definitions alphabetically.
Baggage
- means luggage, clothing, personal effects and other articles (but excluding
valuables, ski equipment, golf equipment, business equipment, gadgets,
personal money and documents of any kind) which belong to you (or for
which you are legally responsible) which are worn, used or carried by you
during any trip.
See definition of ski equipment, golf equipment, business equipment,
gadgets and personal money for articles covered under either Section N
Ski equipment, Section T Golf Cover, Section X Business Cover, Section E1
and E2 Gadget Cover or Section F Personal money, Passport and documents when the appropriate premium has been paid as detailed in your
policy schedule.
Bodily injury
- means an identifiable physical injury caused by sudden, unexpected, external and visible means including injury as a result of unavoidable exposure to
the elements.
Business equipment
- means items used by you and which belong to you in support of your
business activity including office equipment which is portable by design
including, but not restricted to, personal computers, telephones and calculators.
Business trip
- means a trip taken wholly or in part for business purposes but excluding
manual work.
Close business associate
- means any person whose absence from business for one or more complete
days at the same time as your absence prevents the proper continuation of
that business.
Close relative
- means mother, father, sister, brother, wife, husband, civil partner, daughter,
son, grandparent, grandchild, parent-in-law, son-in-law, daughter-in-law,
sister-in-law, brother-in-law, step parent, step child, step sister, step brother,
foster child, legal guardian, domestic partner or fiancé/fiancée.
Couple
- means you and your close relative who lives with you in a domestic
relationship at the same address as you for at least six months at the time of
purchasing this policy.
Curtailment /Curtail/Curtailed
means either:
a) you abandoning or cutting short the trip after you leave your home by
direct early return to your home, in which case claims will be calculated
from the day you returned to your home and based on the number of
complete days of your trip you have not used,
Or
b) You attending a hospital outside your home area as an in-patient or being confined to your accommodation abroad due to compulsory quarantine
or on the orders of a medical practitioner, in either case for a period in excess of 48 hours. Claims will be calculated from the day you were admitted
to hospital or confined to your accommodation and based on the number
of complete days for which you were hospitalised, quarantined or confined
to your accommodation.
Curtailment claims under paragraph b) will only be paid for the ill/injured/
quarantined/confined insured person, but where we or the Emergency
Medical Assistance Service agree for another insured person (including
any children travelling with them) to stay with you, we will also pay for that
insured person’s proportion only of any travel and accommodation costs
and expenses (including excursions up to £250) they have incurred, but not
used by remaining with you.
Excess
- means that you will be responsible for paying the first part of each and
every claim per incident claimed for, under each section by each insured
person, unless you have paid the additional premium to waive the excess
as stated in your policy schedule.
Under section E1 – Gadget Cover and E2 – Gadget Cover Extension the excess is the amount detailed in your insurance schedule you must contribute
towards each and every claim you make on your policy, except for group
policies where this applies per claim per insured person.
Family cover
- means up to two adults and up to 9 of their children, step children or foster
children aged under 18 accompanying the parents or legal guardian insured
on the same policy travelling on any trip to the same destination. The children are only insured when travelling with one or both of the insured adults,
(or accompanied by another responsible adult) but under annual multi trip
cover either adult is also insured to travel on their own.
Gadget
- means the following item(s) purchased by you insured under the gadget
insurance sections E1 and E2 as shown in your policy schedule:
Mobile Phones, Smart Phones, Laptops, Tablets, Desktops, Digital Cameras,
PC Monitors, MP3 Players, CD/DVD Players, Games Consoles, Video Cameras,
Camera Lenses, Bluetooth Headsets, Satellite Navigation Devices, PDAs,
E-Readers, Head/Ear Phones, Wearable Technology (such as a Smart Watch or
a Health and Fitness Tracker).
Golf equipment
- means golf clubs, golf balls, golf bag, golf trolley and golf shoes.
Home
- means your normal place of residence in the United Kingdom.
Home area
For residents of the United Kingdom excluding Channel Islands and the Isle
of Man, your home area means the United Kingdom excluding Channel Islands and the Isle of Man. For residents of the Channel Islands and the Isle of
Man, your home area means either the particular Channel Island on which
you live or the Isle of Man depending on where your home is.
Insured person
See definition of You/Your/Yourself/Insured person.
Medical condition
- means any disease, illness or injury.
Medical practitioner
- means a registered practising member of the medical profession recognised by the law of the country where they are practising, who is not related
to you or any person who you are travelling with.
Mugging
- means a violent, threatening attack by a third party causing actual bodily
harm.
Package
- means the pre-arranged combination of at least two of the following
components when sold or offered for sale at an inclusive price and when
the service covers a period of more than 24 hours or includes overnight
accommodation:
a) transport
b) accommodation
c) other tourist services not ancillary to transport or accommodation
(such as car hire or airport parking) and accounting for a significant proportion of the package
as more fully described under The Package Travel, Package Holidays and
Package Tour Regulations 1992.
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Period of insurance
- means if annual multi trip cover is selected: the period of 12 months for
which we have accepted the premium as stated in the schedule. During
this period any trip not exceeding the maximum trip duration as detailed
in your policy schedule, but limited to 28 days in total in each period of
insurance for winter sports (provided you have paid the appropriate winter
sports premium to include this cover). Under these policies Section A Cancellation cover will be operative from the date stated in the schedule or
the time of booking any trip (whichever is the later date) and terminates on
commencement of any trip.
- means if single trip cover is selected: the period of the trip and terminating upon its completion, but not in any case exceeding the period shown
in the schedule. Under these policies Section A - Cancellation cover will be
operative from the time you pay the premium.
For all other sections of the policy including Section A – curtailment cover,
whichever cover is selected, the insurance starts when you leave your
home to start the trip and ends at the time of your return to your home on
completion of the trip.
However any trip that had already begun when you purchased this insurance will not be covered, except where this policy replaces or you renew an
existing annual multi trip policy which fell due for renewal during the trip.
The period of insurance is automatically extended for the period of the delay in the event that your return to your home area is unavoidably delayed
due to an event insured by this policy.
Personal money
- means bank notes, currency notes and coins in current use, travellers’ and
other cheques, postal or money orders, pre-paid coupons or vouchers, travel
tickets, event and entertainment tickets, phone cards, money cards and
credit/debit or pre-pay charge cards all held for private purposes.
Pre-paid charges
- means charges you have paid before you travel, or are contracted to pay
for, including but not limited to the following: car hire, car parking, airport
accommodation, airport lounge access, kennel and cattery fees, excursions,
(where cover under Section U – Golf cover is operative) green fees and
(where the appropriate winter sports premium has been paid) ski school
fees, lift passes and hired ski equipment.
Pre-existing medical conditions meansI. Any of the following medical conditions from which you have suffered
from or received medical advice, treatment or prescribed medication within
the last 5 years (including surgery, tests, investigations and check-ups by
your doctor /consultant /specialist).
»» Any respiratory condition relating to the lungs or breathing (including asthma, bronchitis and chronic obstructive pulmonary disease)
»» Any heart-related or blood circulatory condition (including but not
limited to high blood pressure and high cholesterol)
»» Any cancerous conditions (including leukaemia, non-hodgkin’s
lymphoma and any type of skin cancer)
»» Any neurological condition (including stroke, brain haemorrhage,
multiple sclerosis epilepsy and dementia)
»» Any psychological or psychiatric condition including stress, anxiety
or depression
»» Any diabetic condition
»» Any renal, kidney or liver condition
»» Any chronic condition that can be controlled but not cured (including back pain, crohn’s and coeliac disease and ulcerative colitis).
vehicle
b)The locked luggage compartment of a hatchback vehicle fitted with
a lid closing off the luggage area, or of an estate car with a fitted and
engaged tray or roller blind cover behind the rear seats
c)The fixed storage units of a locked motorised or towed caravan
d)A locked luggage box, locked to a roof rack which is itself locked to the
vehicle roof.
Single parent cover
- means one adult and up to 9 of his or her children, step children or foster
children aged under 18 accompanying the parent insured on the same
policy, travelling on any trip to the same destination. The children are only
insured when travelling with the insured adult, (or accompanied by another
responsible adult) but under annual multi trip cover the adult is also insured
to travel on their own.
Ski equipment
- means skis (including bindings), ski boots, ski poles and snowboards.
Terrorism
- means an act, including but not limited to the use of force or violence and/
or the threat thereof, of any person or group(s) of persons, whether acting
alone or on behalf of or in connection with any organisation(s) or governments, committed for political, religious, ideological or similar purposes including the intention to influence any government and/or to put the public,
or any section of the public, in fear.
Trip
- means any holiday, pleasure trip or journey made by you within the area
of travel shown in the schedule which begins and ends in your home area
during the period of insurance, but excluding one way trips or journeys.
However any trip that had already begun when you purchased this insurance will not be covered, except where this policy replaces or you renew an
existing annual multi trip policy which fell due for renewal during the trip.
If annual multi trip cover is selected any trip not exceeding the maximum
trip length as confirmed in your policy schedule is covered, but limited to
28 days in total in each period of insurance for winter sports (provided you
have paid the appropriate winter sports premium to include this cover).
If any trip exceeds the maximum trip length as confirmed in your policy
schedule days (or 28 days in the case of winter sports) there is no cover
under this policy for any additional days over the maximum trip length as
confirmed in your policy schedule (or 28 day period in respect of winter
sports trips), unless you have contacted us and we have agreed in writing to
provide cover.
In addition, any trip solely within your home area is only covered where
you have pre - booked at least two nights’ accommodation in a hotel, motel,
holiday camp, bed and breakfast, holiday cottage or similar accommodation
rented for a fee. Each trip under annual multi trip cover is considered to be
a separate insurance, with the terms, definitions, What is not covered and
conditions contained in this policy applying to each trip. Where we have
agreed to cover your medical condition, this applies to each trip during the
period of insurance.
Unattended
- means when you are not in full view of and not in a position to prevent
unauthorised interference with your property or vehicle.
United Kingdom
- means England, Scotland, Wales, Northern Ireland, the Isle of Man and the
Channel Islands.
II. Any other medical conditions for which you have received any inpatient
or outpatient treatment by a hospital specialist within the last twelve
months.
Valuables
- means jewellery, gold, silver, precious metal or precious or semiprecious
stone articles, watches, furs, CD’s, DVD’s, tapes, films, cassettes, cartridges,
computer games, telescopes and binoculars.
Public transport
- means any publicly licensed aircraft, sea vessel, train, coach or bus on
which you are booked or had planned to travel.
Violent and Forcible Entry
- means entry evidenced by visible damage to the fabric of the building,
room, or vehicle at the point of entry.
Secure baggage area
- means any of the following, as and where appropriate:
a)The locked dashboard, boot or luggage compartment of a motor
We/Us/Our
- means AXA Insurance UK plc. Registered in England No. 78950. Registered
Office: 5 Old Broad Street, London, EC2N 1AD.
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13
Except for cover provided under sections E1 and E2 gadget cover and sections M1 Scheduled airline failure and M2 End supplier failure.
Under sections E1 and E2 of this policy – means AmTrust Europe Limited.
Registered in England No.1229676. Registered address: Market Square
House, St James’s Street, Nottingham NG1 6FG.
Under sections M1 and M2 of this policy – means certain underwriters at
Lloyd’s.
You/Your/Yourself/Insured person
- means each person travelling on a trip whose name appears in the policy
schedule.
GENERAL CONDITIONS APPLICABLE TO
THE WHOLE POLICY
You must comply with the following conditions to have the full protection of
your policy. If you do not comply with them we may at our option take one
or more of the following actions:
»» cancel the policy as detailed under this section;
»» declare your policy void (treating your policy as if it never existed);
»» refuse to deal with any relevant claims or reduce the amount of any
relevant claim payments.
1. Dual insurance
If at the time of any incident which results in a claim under this policy, there
is another insurance covering the same loss, damage, expense or liability we
will not pay more than our proportional share (not applicable to Section D –
Personal accident).
2. Reasonable precautions
At all times you must take all reasonable precautions to avoid injury, illness,
disease, loss, theft or damage and take all reasonable steps to safeguard
your property from loss or damage and to recover property lost or stolen.
3. Cancellation
Statutory cancellation rights
You may cancel this policy within 14 days of receipt of the policy documents
(new business) and for annual policies the renewal date (the cancellation
period) by writing to the address shown in your policy schedule during
the cancellation period. Any premium already paid will be refunded to you
providing you have not travelled, no claim has been made or is intended to
be made.
If you have already travelled, a claim has been made under this policy or is
intended to be made there will be no refund of premium.
Cancellation outside the statutory period
You may cancel this policy at any time after the cancellation period by
writing to the address above/shown in your schedule. If you cancel after the
cancellation period no premium refund will be made.
We reserve the right to cancel the policy by providing 21 days’ notice by
registered post to
your last known address on the following grounds:
a) If you make a fraudulent claim as set out in paragraph 4. Fraudulent
claims below.
b) If you are or have been engaged in criminal or unlawful activities.
c) If any policy in your name is added to the Insurance Fraud Register.
In each case no refund of premium will be made.
4. Fraudulent claims
Throughout your dealings with us we expect you to act honestly.
If you or anyone acting for you:
a) knowingly provides information to us as part of your application for
your policy that is not true and complete to the best of your knowledge
and belief; or
b) knowingly makes a fraudulent or exaggerated claim under your policy;
or
c) knowingly makes a false statement in support of a claim; or
d) submits a knowingly false or forged document in support of a claim; or
e) makes a claim for any loss or damage caused by your wilful act or
caused with your agreement, knowledge or collusion.
Then
a) we may prosecute fraudulent claimants;
b) we may make the policy void from the date of the fraudulent act;
c) we will not pay any fraudulent claims;
d) we will be entitled to recover from you the amount of any fraudulent
claim already paid under your policy since the start date;
e) we may inform the Police of the circumstances.
5. Automatic renewals on annual multi trip policies
If you are an Annual Multi-Trip policyholder, we will automatically renew
your policy each year unless you have advised us that you do not want
your policy to be automatically renewed or you no longer meet the eligibility criteria to be a Cedar Tree policyholder. We will write to you prior to
the renewal date of your policy to remind you that your policy is due to be
renewed.
Unless you have previously advised us that you do not want your policy
to be renewed or at renewal you have advised us that you no longer wish
to renew your policy or you are no longer eligible for cover, the renewal
premiums will again be collected from your specified credit or debit card to
make sure that you are always covered.
We will notify you of your renewal terms at least 21 days prior to your renewal date. We are entitled to assume at renewal that your details have not
changed and you have the consent of the credit or debit card holder, unless
you inform us otherwise.
By purchasing this policy you have provide us with the consent to set up a
continuous payment authority. This means we are authorised to automatically renew your policy and apply for renewal payments from your account
every year, even if your card has expired, until you instruct us to stop.
How to opt-out
Please contact the Cedar Tree customer helpline on 0203 137 7922 or by
emailing [email protected]
CLAIMS CONDITIONS
You must comply with the following conditions to have the full protection
of your policy.
If you do not comply we may void the policy and refuse to deal with any relevant claims or reduce the amount of any relevant claim payment. You must
contact us by phone if you want to make a claim using the relevant number
given below, depending on the type of claim:
1. Claims
All claims (except Gadget cover, Scheduled airline failure and End supplier failure) Tel: +44 (0)20 8667 2465
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Rightpath Claims,
Airport House,
Purley
Way, Croydon,
CR0 0XZ
Online claims registration: www.rpclaims.com (Scheme Code: A00806)
Gadget Cover
For all claims (including theft, loss and malicious damage) please contact:
The administrator on 0333 999 7934 (local rate call) within 2 working days
of discovering the incident (or in the event of an incident occurring outside
of the United Kingdom, within 2 working days of returning to the United
Kingdom).
Scheduled Airline Failure
IPP Claims Office,
IPP House,
22-26 Station Road,
West Wickham,
Kent BR4 0PR
Phone: 020 8776 3752
E-mail: [email protected]
Website: www.ipplondon.co.uk (a claim form may be downloaded from
this site)
IMPORTANT CONDITIONS RELATING TO HEALTH
You must comply with the following conditions to have the full protection
of your policy.
You must tell us of all your pre-existing medical conditions. If you fail to
declare all pre-existing medical conditions we may refuse to deal with or
reduce the amount of any relevant claims, even if a claim is not related to an
undisclosed pre-existing medical condition.
It is a condition of this policy that you will not be covered under Section
A – Cancellation or curtailment charges, Section B – Emergency medical
and other expenses, Section C – Hospital benefit and Section D – Personal
accident for any claims arising:
Throughout the duration of the policy
1.
I. From any medical condition you have in respect of which a medical
practitioner has advised you not to travel (or would have done so had
you sought their advice), but despite which you still travel.
II. From any surgery, treatment or investigations for which you intend to
travel outside of your home area to receive (including expenses incurred
due to the discovery of other medical conditions during and/or complications arising from these procedures).
The claim notification must be made within 31 days or as soon as possible
after that following any bodily injury, illness, disease, incident, event,
redundancy or the discovery of any loss, theft or damage which may lead to
a claim under this policy.
You must also tell us if you are aware of any court claim form, summons or
impending prosecution. Every communication relating to a claim must be
sent to us as soon as possible. You or anyone acting on your behalf must
not negotiate, admit or refuse any claim without our permission in writing
and cooperate fully with us in our investigations into the circumstance of
your claim.
Each section of this policy contains Special conditions relating to claims.
You should refer to the particular section under which you are claiming for
further details of what you must do following the incident or event which
has caused the claim.
You or your legal representatives must supply at your own expense, all
information relevant to the claim detailed under Claims evidence at the end
of each section. You should refer to the particular section under which you
are claiming for further details of the evidence that we need to deal with
your claim.
We reserve the right to require you to undergo an independent medical
examination at our expense.
We may also request and will pay for a post mortem examination.
You must retain any property which is damaged, and if requested, send it to
us at your own expense. If we pay a claim for the full value of the property
and it is then recovered it will then become our property.
We may refuse to reimburse you for any property which you cannot provide
proof of ownership such as an original receipt, a valuation, original user
manual or bank or credit card statements.
2. Transferring of rights
We are entitled to take over any rights in the defence or settlement of any
claim and to take proceedings in your name for our benefit against any
other party.
III. From any medical condition for which you are not taking the recommended treatment or prescribed medication as directed by a medical
practitioner.
IV. If you travel against any health requirements stipulated by the carrier,
their handling agents or any other public transport provider
At the time of purchasing your policy you will not be covered for any
claim arising directly or indirectly:
2.
I. From any medical condition for which you, a close relative or a travelling companion have received a terminal prognosis.
II. From any medical condition for which you, a close relative or a travelling companion are on a waiting list for or have knowledge of the need for
surgery, treatment or investigation at a hospital, clinic or nursing home.
3.
I. From any of the following pre-existing medical conditions from
which you have suffered from or received medical advice, treatment
or prescribed medication within the last 5 years (including surgery,
tests, investigations and check-ups by your doctor /consultant /
specialist).
»» Any respiratory condition relating to the lungs or breathing
(including asthma, bronchitis and chronic obstructive pulmonary
disease)
»» Any heart-related or blood circulatory condition (including but
not limited to high blood pressure and high cholesterol)
»» Any cancerous conditions (including leukaemia, non-hodgkin’s
lymphoma and any type of skin cancer)
»» Any neurological condition (including stroke, brain haemorrhage,
multiple sclerosis epilepsy and dementia)
»» Any psychological or psychiatric condition including stress, anxiety or depression
»» Any diabetic condition
»» Any renal, kidney or liver condition
»» Any chronic condition that can be controlled but not cured
(including back pain, crohn’s and coeliac disease and ulcerative
colitis).
II. Any other medical condition for which you have received any
inpatient or outpatient treatment by a hospital specialist within the last
twelve months?
DIRECT 1/10/2015 v1.1
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Unless you contact us on Tel: 0203 137 7922 or complete an online Medical
Screening at Website www.cedartreeinsurance.com and we have agreed,
in writing, to cover your medical condition(s).
9. Jumping from vehicles, buildings, bridges, scaffolding or balconies
You climbing on or jumping from a vehicle, building, bridge, scaffolding, balcony or climbing or moving from any external part of any building to another (apart from stairs, ramps or walkways) and falling regardless of the height,
unless your life is in danger or you are attempting to save human life.
WHAT IS NOT COVERED
- APPLICABLE TO ALL SECTIONS OF THE POLICY
10. Unlawful action
Your own unlawful action or any criminal proceedings against you.
We will not pay for claims arising directly or indirectly from:
1. War risks, civil commotion and terrorism
War, invasion, acts of foreign enemies, hostilities or warlike operations
(whether war be declared or not), civil war, rebellion, terrorism, revolution,
insurrection, civil commotion and/or civil unrest assuming the proportions
of or amounting to an uprising, military or usurped power but this exclusion
shall not apply to losses under Section B – Emergency medical and other
expenses, Section C – Hospital benefit and Section D – Personal accident
unless such losses are caused by nuclear, chemical or biological attack, or
the disturbances were already taking place at the beginning of any trip.
2. Radioactive contamination
Ionising radiation or contamination by radioactivity from any nuclear fuel
or from any nuclear waste, from combustion of nuclear fuel, the radioactive,
toxic, explosive or other hazardous properties of any nuclear assembly or
nuclear component of such assembly.
3. Sonic bangs
Loss, destruction or damage directly caused by pressure waves caused by
aircraft and other aerial devices travelling at sonic or supersonic speeds.
4. Winter sports
Your participation in winter sports unless the appropriate winter sports
premium has been paid, then cover will apply under those sections shown
as covered for winter sports in your schedule for:
11. Additional loss or expense
Any other loss, damage or additional expense following on from the event
for which you are claiming, unless we provide cover under this insurance.
Examples of such loss, damage or additional expense would be the cost of
replacing locks after losing keys, costs incurred in preparing a claim or loss of
earnings following bodily injury, illness or disease.
12. Armed Forces
Operational duties of a member of the Armed Forces (other than claims
arising from authorised leave being cancelled due to operational reasons, as
provided for under sub section 4. of Section A – Cancellation or curtailment
charges).
13. Travelling against FCO advice
Your travel to a country, specific area or event when the Travel Advice Unit
of the Foreign & Commonwealth Office (FCO) or regulatory authority in a
country to/from which you are travelling has advised against all, or all but
essential travel (other than claims arising from you not being able to travel
and use your booked accommodation or curtailing the trip before completion, as provided for under subsections 1. and 6 c). of What is covered under
Section T–Travel disruption cover when operative).
14. Unauthorised access to controlled or restricted areas or the
unauthorised use of swimming pools
You gaining access to controlled or restricted areas and/or the unauthorised
use of swimming pools outside of the specified opening times.
a) the winter sports specified in the list on page 33 and
b) any other winter sports shown as covered in your schedule
for a period of no more than 28 days in total in each period of insurance
under annual multi trip policies and for the period of the trip under single
trip policies.
5. Professional sports or entertaining
Your participation in or practice of any professional sports or professional
entertaining.
6. Other sports or activities
Your participation in or practice of any other sport or activity, manual work,
driving any motorised vehicle or racing unless:
a) specified in the list on pages 17 and 18 or
b) shown as covered in your schedule.
7. Suicide, drug use or solvent abuse
Your wilfully self-inflicted injury or illness, suicide or attempted suicide, sexually transmitted diseases, solvent abuse, drug use (other than drugs taken
in accordance with treatment prescribed and directed by a medical practitioner, but not for the treatment of drug addiction) and putting yourself at
needless risk (except in an attempt to save human life).
8. Alcohol abuse/misuse
You drinking too much alcohol or alcohol abuse where it is reasonably
foreseeable that such consumption could result in an impairment of your
physical ability and/or judgement resulting in a claim. We do not expect you
to avoid alcohol on your trips or holidays, but we will not cover any claims
arising because you have drunk so much alcohol that your judgement is
seriously affected or you are suffering from alcohol dependence or directly
or indirectly from the symptoms of alcohol withdrawal and/or you need to
make a claim as a result.
DIRECT 1/10/2015 v1.1
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SPORTS AND ACTIVITIES COVERED
The following lists detail the sports and activities that this policy will cover
without charge when you are participating on a recreational and nonprofessional basis during any trip. Any involvement is these sports and/or
activities is subject to your compliance with local laws and regulations and
the use of recommended safety equipment (such as helmet, harness, knee
and/or elbow pads and eye protection).
If you are participating in any other sports or activities not mentioned,
please telephone our customer helpline on 0203 137 7922 as we may be
able to offer cover for an additional premium. Details of those sports and
activities which you have purchased cover for will be added to your policy
schedule.
No cover under Section G – Personal liability for those sports or activities
marked with *
** A piste is a recognised and marked ski run within the resort boundaries.
COVERED AS STANDARD WITHOUT CHARGE:
gaelic football – amateur only and
not main purpose of the trip
*glass bottom boats/bubbles
* go karting (within organisers
guidelines)
golf
handball (amateur)
hiking up to 2500 metres above
sea level
*hobie catting (if qualified and no
racing)
horse riding (wearing a helmet and
excluding competitions, racing,
jumping and hunting)
hot air ballooning (organised pleasure rides only)
*hovercraft driving/passenger
hurling (amateur only and not main
purpose of trip)
husky/horse/reindeer sledging
or sleigh riding as an activity as a
passenger only with a local driver
and not on snow
hydro zorbing
indoor climbing (on climbing wall)
in - line skating/roller blading
(wearing pads and helmets)
indoor skating/skateboarding
(wearing pads and helmets)
javelin throwing (amateur)
* jet boating (no racing)
jogging
jousting
*karting (wearing a helmet and no
racing)
kayaking (up to grade 2 rivers)
korfball (amateur)
motorcycling excluding quad bikes)
for which you are licenced to drive
in the United Kingdom (other than
in races, motor rallies or competitions) and wearing a helmet
abseiling (within organisers guidelines)
*administrative, clerical or professional occupations
aerobics
airboarding
amateur athletics (track and field)
archaeological digging (use of
hand tools only)
archery
athletics (amateur only)
netball (amateur)
octopush
badminton
ballooning – hot air (organising
pleasure rides only)
orienteering
* paint balling/war games (wearing
eye protection)
banana boating/donuts/inflatables
behind power boat
baseball (amateur)
pedalos
pilates
basketball (amateur)
battle re-enactment
pony trekking (wearing a helmet)
pool/billiards/snooker
beach games
billiards/snooker/pool
*power boating (no racing and
non-competitive)
racket ball
body boarding (boogie boarding)
bowls
rambling
refereeing (amateur only)
* camel riding
* camp america - counsellor
rifle range shooting
ringos
canoeing (up to grade 2 rivers)
*catamaran sailing (if qualified and
no racing)
roller skating/blading/in line skating (wearing pads and helmets)
rounders (amateur)
* clay pigeon shooting
climbing (indoors on climbing wall
only)
rowing (no racing)
running (non-competitive and not
a marathon of any type)
cricket (amateur)
croquet
cross country running (non- competitive)
curling (amateur)
safari trekking/tracking in the bush
(must be organised tour)
*sailing/yachting (if qualified or
accompanied by a qualified person
and no racing)
cycling (wearing a helmet and no
racing)
dancing (including instruction)
sail boarding/wind surfing
sand boarding / sand dunes/surfing / skiing
deep sea fishing
* dinghy sailing (no racing)
*sand yachting (no racing)
* driving motorised vehicles
(excluding quad bikes) for which
you are licenced to drive in the
United Kingdom (other than in
races, motor rallies or competitions)
and wearing a helmet if driving a
motorbike, moped or scooter, or
wearing a seatbelt when travelling
in a motorised vehicle where a
seatbelt is available for use.
elephant riding/trekking
scuba diving up to depth of 18 metres (if qualified or accompanied by
qualified instructor and not diving
alone, not involved in cave diving
and not involved in air travel until
more than 24 hours have elapsed
after your last dive)
* shooting/small bore target/rifle
range shooting (within organisers
guidelines)
skateboarding (wearing pads and
helmets)
snorkelling
softball (amateur)
falconry
fell walking/running (up to 2,500
metres above sea level)
spear fishing (without tanks)
*speed sailing (no racing)
fencing (training only)
fishing
sphering
squash
fives
flying as a fare paying passenger in
a fully licensed passenger carrying
aircraft
surfing (including on board surf
simulators)
swimming
swimming with dolphins
swimming/bathing with elephants
sydney harbour bridge (organised
and walking across clipped onto a
safety line)
table tennis
flying fox (cable car)
football (american) - amateur only
and not main purpose of trip.
football (association) - amateur
only and not main purpose of trip.
frisbee/ultimate frisbee (including
competitions)
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*tall ship crewing (no racing)
ten pin bowling
tennis
trampolining
tree canopy walking
trekking/hiking/walking/hill
walking up to 2,500 metres above
sea level
tug of war
wake boarding
walking up to 2,500 metres above
sea level
*war games/paintballing (wearing
eye protection)
water polo (amateur)
water skiing/water ski jumping
whale watching
wind tunnel flying
(pads and helmets to be worn)
*yachting (if qualified)
LEVEL 1 SPORTS AND ACTIVITIES COVERED IF THE
APPROPRIATE ADDITIONAL PREMIUM HAS BEEN PAID:
swimming with killer whales/Orcas
trekking between 2,501 to 3,500
metres above sea level
via ferrata
walking between 2,501 to 3,500
metres above sea level
weight lifting
LEVEL 3 SPORTS AND ACTIVITIES COVERED IF THE APPROPRIATE ADDITIONAL PREMIUM HAS BEEN PAID:
bungee jumping (within organisers
guidelines)
bungee slingshot (within organisers guidelines)
bungee swoop (within organisers
guidelines)
bungee trampolining (within
organisers guidelines)
canoeing(up to grade 4 rivers)
capoeira – no contact – dance
movement only
husky dog sledding (not on snow)
jet skiing
judo
karate
kayaking (up to grade 4 rivers)
kite boarding
land skiing
paragliding
paramotoring
parapenting/paraponting
parasailing – over land
pot holing/caving
quad biking
rugby – amateur only
scuba diving to 40 metres (if qualified scuba diver or accompanied by
qualified instructor and not diving
alone or involved in cave diving)
sky jumping (from Sky Tower in
Auckland, New Zealand only)
tai chi
white water rafting (within organisers guidelines) up to grade 4
*blokarting
body building
dune/wadi buggying/bashing
dune sliding
elephant polo
field hockey
fruit or vegetable picking
gorilla trekking
gymnastics
high diving
hockey
lacrosse
marathon running (not professional)
minjin swinging
mud buggying
parasailing/parascending – overwater
big foot skiing
blade skating
rap jumping/running
*restaurant/bar work
dry slope skiing
glacier skiing/walking
*retail trade including manual
work (but not including the use of
manual tools or machinery)
rhino trekking
husky dog sledding (organised,
non-competitive and with experienced local driver)
ice cricket (wearing appropriate
batting pads/gloves/spiked shoes)
river tubing
roller hockey
ice fishing
shinty
street hockey (wearing pads and
helmets)
*ice go karting (within organisers
guidelines)
ice skating
*ice windsurfing
street luge
superintendence of manual work
kick sledging
ski - biking
ski – blading
ski boarding
*ski - dooing
ski run walking
ski – touring
skiing alpine
skiing - big foot
skiing - cross country
skiing - Nordic
wadi/dune buggying/bashing
LEVEL 2 SPORTS AND ACTIVITIES COVERED IF THE APPROPRIATE ADDITIONAL PREMIUM HAS BEEN PAID:
white water canoeing/kayaking/
touring up to grade 4
COVERED IF THE APPROPRIATE WINTER SPORTS
PREMIUM HAS BEEN PAID:
bamboo rafting
canoeing(up to grade 3 rivers)
skiing – mono
elephant polo
grass skiing
skiing on piste**
skiing - off piste** with a guide
heptathlon (amateur only)
hiking between 2,501 and 3500
metres above sea level
sledging/tobogganing on snow
* sledging/sleigh riding as a passenger (pulled by horse or reindeer)
husky dog sledding (organised,
non-competitive and with experienced local guide and adequate
training in driving and handling the
huskies)
kayaking (up to grade 3 rivers or
coastal waters)
snow biking
snow blading
snow boarding on piste**
snow boarding - off piste** with a
guide
snow bobbing
*snow go karting
*snow mobiling (skidoo)
*snow scooting
snow shoe walking
*snowcat driving
tandem skiing
telemarking
manual work (but not including the
use of power tools and machinery)
polo cross
scuba diving to 30 metres (if qualified scuba diver or accompanied by
qualified instructor and not diving
alone or involved in cave diving)
sea canoeing/kayaking (within
sight of land)
DIRECT 1/10/2015 v1.1
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HOW TO CONTACT US IN AN EMERGENCY
International Emergency Medical Assistance Service
Available to you 24 hours a day, 365 days a year
Telephone number : 02920 474139.
Fax : 02920 468797 and USA toll free fax – 802 419 8222 .
Email address – [email protected]
You should contact the Emergency Medical Assistance Service when you are
abroad:
a) if you are ill or have an accident which means that you need to be
admitted to hospital as an in-patient; or
b) to arrange transport home if this is considered medically necessary; or
c) to arrange transport home if you are told about the illness or death of a
close relative or a close business associate at home.
It is very important that you call the Emergency Medical Assistance Service
as soon as possible. If you cannot make the call yourself, because the
condition requires emergency treatment, you or someone on your behalf
should contact the Emergency Medical Assistance Service within 24 hours of
hospitalisation or as soon as possible after that.
Reciprocal Health Agreements
Details of how to enrol and the free treatment available can be found by
visiting the MEDICARE website on www.medicareaustralia.gov.au or by
emailing medicareaustralia.gov.au Alternatively please call the Emergency
Medical Assistance Service for guidance.
If you are admitted to hospital you should contact the Emergency Medical
Assistance Service as soon as possible for any treatment not available under
MEDICARE.
State in-patient and out-patient treatment – New Zealand
United Kingdom citizens on a short term visit to New Zealand are eligible
for treatment (medical, hospital and related) on the same basis as citizens of
New Zealand. If the treatment relates to an existing medical condition or a
new condition arises, then a medical practitioner must agree in each case
that prompt treatment is needed before your trip ends, if treatment is to be
provided under the reciprocal agreement. You will also need to show your
UK passport.
You will however have to pay the same charges as New Zealanders for treatment at a doctor’s surgery or for prescribed medication.
Private treatment – Worldwide
If you are admitted to a private hospital or clinic and no medically suitable
state facility is available, you or someone on your behalf should contact the
Emergency Medical Assistance Service as soon as possible before knowingly incurring any expenses over £500. The Emergency Medical Assistance
Service will then arrange for the medical expenses covered by the policy to
be paid direct to the hospital/clinic.
State in-patient treatment - EU, EEA or Switzerland
IMPORTANT: If you are travelling to countries within the European Union (EU), the European Economic Area (EEA) or Switzerland you should
obtain a European Health Insurance Card (EHIC). You can apply for an
EHIC either online at www.ehic.org.uk or by telephoning 0300 3301350.
The EHIC entitles you to certain free or reduced costs health services in
the EU, EEA or Switzerland. Details of the countries where you can use the
EHIC are shown at the end of this section together with information on how
to replace your EHIC if it is lost or stolen while you are abroad. If you use
your EHIC, which reduces the cost of medical treatment, you will not have to
pay the policy excess as detailed in your policy schedule for any emergency
medical expenses claim.
If you are admitted to a state hospital or clinic as an in-patient while within
the EU, EEA or Switzerland, you have a right to state provided emergency
treatment if you have an EHIC.
If at any time you or someone acting on your behalf is being pressured to
sign for excessive treatment or charges, please call the Emergency Medical
Assistance Service for guidance.
Outpatient Treatment Excluding North America and the United Kingdom
If you require outpatient treatment you must provide a copy of your policy
schedule to the treating doctor /clinic at the time of treatment so that they
can contact HealthWatch S.A (except for North America and the United
Kingdom) to obtain authorisation for your treatment, in line with your
policy wording. You will need to pay any excess at the time of treatment.
Please note: Some clinics my not wish to settle their bill directly with us and
you may be asked to pay for your treatment and claims this back upon your
return.
COUNTRIES WHERE YOU CAN USE THE EHIC
The European Economic Area (EEA) is a free trade zone between countries of
the European Union (EU), Iceland, Norway and Liechtenstein. The regulations
on access to healthcare in the EEA also apply in Switzerland. Specific guidance on how to access healthcare in the countries listed below is available
online at www.ehic.org.uk
Austria
Belgium
Bulgaria
Croatia
Cyprus
Czech Republic
Denmark
Estonia
Finland
France
Germany
Greece
Hungary
Iceland
Ireland
Italy
Latvia
Liechtenstein
Lithuania
Luxembourg
Malta
Netherlands
Norway
Poland
Portugal
Romania
Slovakia
Slovenia
Spain
Sweden
Switzerland
For United Kingdom and North America outpatient cases please contact:
Tel: +44(0) 2920 474139
Instructions to Doctors/Clinics:
In order to have your invoices paid quickly, please send your invoice together with a copy of the policy schedule (clearly showing the policy number
and names) and any supporting documentation related to the outpatient
treatment (Medical report, cost breakdown) by email to [email protected] You must include your bank account details, IBAN no’s and / or
Swift code for payment to be processed electronically.
Out Patient Department
Fax: 00 30 2310256455 or 0030 2310 254160
E-mail: [email protected]
Out Patient Department Tel: 00 30 2310256454
State in-patient and out-patient treatment – Australia
If you need medical treatment in Australia, you must enrol with a local
MEDICARE office. You do not need to enrol when you arrive, but you must
do this after the first occasion you receive treatment. In-patient and out-patient treatment at a public hospital will then be available free of charge.
DIRECT 1/10/2015 v1.1
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A
SECTION A
CANCELLATION OR CURTAILMENT CHARGES
What is covered
We will pay you up to the amount shown in the schedule of benefits for
your proportion only of any irrecoverable unused travel and accommodation costs and other pre-paid charges which you have paid or are contracted
to pay, together with your proportion only of any reasonable additional
travel expenses incurred if
a) cancellation of the trip is necessary and unavoidable or
b) the trip is Curtailed before completion
as a result of any of the following events:
1. The death, bodily injury, illness, disease, or complications arising as a
direct result of pregnancy of:
stating that this necessarily and reasonably prevented you from travelling.
We need the medical certificate completed as soon as you find out it is
necessary to cancel the trip, as any delay in seeing a medical practitioner
could mean that your symptoms are no longer present. If you cannot get an
immediate appointment, please make one for as early as possible and keep
all details of this to help substantiate your claim.
What is not covered
1. The excess as shown in the schedule of benefits for each and every claim,
per incident claimed for, under this section by each insured person unless
the excess waiver has been purchased as detailed in your policy schedule.
2. We will only consider the unused pre-paid expenses of a person who is
insured under this policy. For example, if you are travelling with someone
who is not insured under this policy we will only pay your proportion of the
costs not theirs, regardless who has paid for the booking.
3. The cost of your unused original tickets where:
a) you
b) any person who you are travelling or have arranged to travel with
c) any person who you have arranged to stay with
d) your close relative
e) your close business associate.
2. You or any person who you are travelling or have arranged to travel with
being quarantined, called as a witness at a Court of Law or for jury service
attendance.
3. Redundancy of you or any person who you are travelling or have
arranged to travel with which qualifies for payment under current United
Kingdom redundancy payment legislation, and at the time of booking the
trip there was no reason to believe anyone would be made redundant.
a) the Emergency Medical Assistance Service or we have arranged and/or
paid for you to come home following curtailment of the trip, or
b) we have paid you for any reasonable alternative and/or additional travel costs incurred by you to come home following curtailment of the trip.
If however you have not purchased a return ticket, we reserve the right to
deduct the cost of an economy flight (based on the cost applicable on the
date you come home) from any additional costs we have incurred which are
medically necessary to repatriate you to your home.
4. The cost of Air Passenger Duty (APD) whether irrecoverable or not.
5. Any claims arising directly or indirectly from:
4. You or any person who you are travelling or have arranged to travel with,
are a member of the Armed Forces, Territorial Army, Police, Fire, Nursing
or Ambulance Services or employees of a Government Department and
have your/their authorised leave cancelled or are called up for operational
reasons, provided that the cancellation or curtailment could not reasonably
have been expected at the time when you purchased this insurance or at
the time of booking any trip.
5. The Police or other authorities requesting you to stay at or return to
your home due to serious damage to your home caused by fire, aircraft,
explosion, storm, flood, subsidence, fallen trees, collision by road vehicles,
malicious people or theft.
If the same costs, charges or expenses are also covered under Section T –
Travel disruption cover, or Section U – Golf cover you can only claim for
these under one section for the same event.
a) Your misconduct or misconduct by any person who you are travelling
with or have arranged to travel with leading to dismissal, your/their
resignation, voluntary redundancy, you/them entering into a compromise
agreement, or where you/they had received a warning or notification
of redundancy before you purchased this insurance or at the time of
booking any trip.
b) Circumstances known to you before you purchased this insurance or at
the time of booking any trip which could reasonably have been expected
to lead to cancellation or curtailment of the trip.
6. Travel tickets paid for using any airline mileage or supermarket reward
scheme (for example Avios), unless evidence of specific monetary value can
be provided.
Special conditions relating to claims
7. Accommodation costs paid for using any Timeshare, Holiday Property
Bond or other holiday points scheme. In addition any property maintenance
costs, fees or charges incurred by you, as part of your involvement in such
schemes is not covered.
1. You must get the prior approval of the Emergency Medical Assistance
Service to confirm the necessity to return home, prior to curtailment of the
trip due to death, bodily injury, illness, disease or complications arising as a
direct result of pregnancy.
8. Anything mentioned in What is not covered applicable to all sections of
the policy.
You should also refer to the Important conditions relating to health.
2. If you fail to notify the travel agent, tour operator or provider of transport
or accommodation as soon as you find out it is necessary to cancel the
trip, the amount we will pay will be limited to the cancellation charges that
would have otherwise applied.
3. If you cancel the trip due to:
a) stress, anxiety, depression or any other mental or nervous disorder that
you are suffering from you must provide (at your own expense) a medical
certificate from either a registered mental health professional if you are
under the care of a Community Mental Health Team or if not, a consultant
specialising in the relevant field or
b) any other bodily injury, illness, disease or complications arising as a
direct result of pregnancy, you must provide (at your own expense) a
medical certificate from a medical practitioner
Claims evidence
We will require (at your own expense) the following evidence where relevant:
»» A medical certificate from the treating medical practitioner (or in
the case of stress, anxiety, depression or any other mental or nervous
disorder, either a registered mental health professional if you are
under the care of a Community Mental Health Team or if not, a
consultant specialising in the relevant field) explaining why it was
necessary for you to cancel or Curtail the trip.
»» In the case of death causing cancellation or curtailment of the trip,
DIRECT 1/10/2015 v1.1
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the original death certificate.
»» Booking confirmation together with a cancellation invoice from your
travel agent, tour operator or provider of transport/accommodation.
»» In the case of curtailment claims, written details from your travel
agent, tour operator or provider of transport/accommodation of
the separate costs of transport, accommodation and other pre-paid
costs or charges that made up the total cost of the trip.
»» Your unused travel tickets.
expenses abroad up to the amount shown in the schedule of benefits
plus the reasonable cost of returning your ashes to your home, or the
additional costs of returning your body to your home
b) within your home area the reasonable additional cost of returning
your ashes or body to your home up to the amount shown in the schedule of benefits.
6. Reasonable additional transport and/or accommodation expenses
incurred, up to the standard of your original booking (for example full or
half board, all inclusive, bed and breakfast, self-catering or room only), if it is
medically necessary for you to stay beyond your scheduled return date.
»» Receipts or bills for any costs, charges or expenses claimed for.
»» In the case of compulsory quarantine, a letter from the relevant
authority or the treating medical practitioner.
»» In the case of jury service or witness attendance, the court summons.
This includes, with the prior authorisation of the Emergency Medical
Assistance Service, reasonable additional transport and/or accommodation
expenses for a travelling companion, friend or close relative to stay with
you or travel to you from the United Kingdom or escort you. Also additional travel expenses to return you to your home or a suitable hospital nearby
if you cannot use the return ticket.
»» The letter of redundancy for redundancy claims.
»» A letter from the commanding officer concerned, confirming cancellation of authorised leave or call up for operational reasons.
»» In the case of serious damage to your home a report from the Police
or relevant authority. Where flooding or other damage is so widespread that the Police or other authorities could not be present, then
a report from your household insurers or the contractor engaged to
carry out repairs to your home.
»» Details of any travel, private medical or other insurance under which
you could also claim.
To make a claim under this section please call: +44 (0)20 8667 2465 Or
Register your claim online: www.rpclaims.com (Scheme Code: A00806)
B
SECTION B
EMERGENCY MEDICAL AND OTHER EXPENSES
What is covered
We will pay you up to the amount shown in the schedule of benefits for
the following expenses which are necessarily incurred during a trip but not
covered by any reciprocal health agreement, as a result of you suffering
unforeseen bodily injury, illness, disease and/or compulsory quarantine:
1. Emergency medical, surgical, hospital, ambulance and nursing fees and
charges incurred outside of your home area.
2. Emergency dental treatment for the immediate relief of pain (to natural
teeth only) up to the amount shown in the schedule of benefits incurred
outside of your home area.
3. Costs of telephone calls:
a) to the Emergency Medical Assistance Service notifying and dealing
with the problem for which you are able to provide receipts or other
reasonable evidence to show the cost of the calls and the numbers you
telephoned
b) incurred by you when you receive calls on your mobile phone from the
Emergency Medical Assistance Service for which you are able to provide
receipts or other reasonable evidence to show the cost of the calls.
7. With the prior authorisation of the Emergency Medical Assistance Service,
the additional costs incurred in the use of air transport or other suitable
means, including qualified attendants, to repatriate you to your home if it
is medically necessary. These expenses will be for the identical class of travel
utilised on the outward journey unless the Emergency Medical Assistance
Service agree otherwise.
Special conditions relating to claims
1. To enable us to direct you to the most appropriate medical facility you
must obtain the prior authorisation of the Emergency Medical Assistance
Service or us before knowingly incurring any expenses (including any out
-patient treatment) over £500. If this is not possible because the condition
requires emergency treatment you or someone on your behalf must contact the Emergency Medical Assistance Service as soon as possible.
2. You must tell the Emergency Medical Assistance Service as soon as
possible of any bodily injury, illness or disease which necessitates your admittance to hospital as an in-patient or before any arrangements are made
for your repatriation.
3. If you suffer bodily injury, illness or disease we reserve the right to move
you from one hospital to another and/or arrange for your repatriation to
the United Kingdom at any time during the trip. We will do this, if in the
opinion of the Emergency Medical Assistance Service or us (based on information provided by the medical practitioner in attendance), you can be
moved safely and / or travel safely to your home area or a suitable hospital
nearby to continue treatment.
4. The intention of this section is to pay for emergency medical/surgical/
dental treatment only and not for treatment or surgery that can be reasonably delayed until your return to your home area. Our decisions regarding
the treatment or surgery that we will pay for (including repatriation to your
home area) will be based on this.
If you do not accept our decisions and do not want to be repatriated, then
we will cancel your cover under the medical related sections being Section
A – Cancellation or curtailment charges, Section B – Emergency medical and
other expenses, Section C – Hospital benefit and Section D – Personal accident of your policy and refuse to deal with claims from you for any further
treatment and/or your repatriation to your home area.
Cover for you under all other operative sections will however continue for
the remainder of your trip.
What is not covered
4. The cost of taxi fares for your travel to or from hospital relating to your
admission, discharge or attendance for outpatient treatment or appointments and/or for collection of medication prescribed for you by the hospital.
1. The excess as shown in the schedule of benefits for each and every claim,
per incident claimed for, under this section by each insured person unless
the excess waiver has been purchased as detailed in your policy schedule.
5. If you die:
2. Normal pregnancy, without any accompanying bodily injury, illness,
disease or complication. This section is designed to provide cover for unforeseen events, accidents, illnesses and diseases and normal childbirth would
a) outside your home area the reasonable additional cost of funeral
DIRECT 1/10/2015 v1.1
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not constitute an unforeseen event.
3. The cost of your unused original tickets where:
a) the Emergency Medical Assistance Service or we have arranged and/or
paid for you to return to your home, or
b) we have paid you for any reasonable alternative and/or additional
travel costs incurred by you to return to your home
if you cannot use the return ticket.
If however you have not purchased a return ticket, we reserve the right to
deduct the cost of an economy flight (based on the cost applicable on the
date you come home) from any additional costs we have incurred to return
you to your home.
4. Any claims arising directly or indirectly for:
a) The cost of treatment or surgery, including exploratory tests, which
are not related to the bodily injury or illness which necessitated your
admittance into hospital.
b) Any expenses which are not usual, reasonable or customary to treat
your bodily injury, illness or disease.
c) Any form of treatment or surgery which in the opinion of the Emergency Medical Assistance Service or us (based on information provided by
the medical practitioner in attendance), can be delayed reasonably until
your return to your home area.
d) Expenses incurred in obtaining or replacing medication, which you
know you will need at the time of departure or which will have to be
continued outside of your home area. Where possible and with the
agreement of your medical practitioner, you should always travel with
plenty of extra medication in case of travel delays.
e) Additional costs arising from single or private room accommodation.
f ) Treatment or services provided by a health spa, convalescent or nursing
home or any rehabilitation centre unless agreed by the Emergency Medical Assistance Service.
g) Any costs incurred by you to visit another person in hospital.
h) Any expenses incurred after you have returned to your home area.
i) Any expenses incurred in England, Scotland, Wales, Northern Ireland,
the Isle of Man or the Channel Islands which are:
i. for private treatment, or
»» Receipts or bills for all in-patient/out-patient treatment or emergency dental treatment received.
»» In the event of death, the original death certificate and receipts or
bills for funeral, cremation or repatriation expenses.
»» Receipts or bills for taxi fares to or from hospital claimed for, stating
details of the date, name and location of the hospital concerned.
»» Receipts or bills or proof of purchase for any other transport, accommodation or other costs, charges or expenses claimed for, including
calls to the Emergency Medical Assistance Service.
»» Details of any travel, private medical or other insurance under which
you could also claim.
To make a claim under this section please call: +44 (0)20 8667 2465 Or
Register your claim online: www.rpclaims.com (Scheme Code: A00806)
For medical assistance and/or repatriation claims +44 (0) 2920 474139
C
SECTION C
HOSPITAL BENEFIT
What is covered
We will pay you up to the amount shown in the schedule of benefits for
every complete 24 hours you have to stay in hospital as an in-patient or are
confined to your accommodation due to your compulsory quarantine or
on the orders of a medical practitioner outside your home area, up to a
maximum amount shown in the schedule of benefits as a result of bodily
injury, illness or disease you sustain.
We will pay the amount above in addition to any amount payable under
Section B – Emergency medical and other expenses. This payment is meant
to help you pay for additional expenses such as taxi fares and phone calls
incurred by your visitors during your stay in hospital.
You can only claim benefit under this section or subsection 3 of Section W –
Cruise cover for the same event, not both.
Special conditions relating to claims 1. You must tell the Emergency Medical Assistance Service as soon as
possible of any bodily injury, illness or disease which necessitates your admittance to hospital as an in-patient, compulsory quarantine or confinement
to your accommodation on the orders of a medical practitioner.
What is not covered
1. Any claims arising directly or indirectly from:
ii. are funded by, or are recoverable from the Health Authority in your
home area, or
iii. are funded by a reciprocal health agreement (RHA) between these
countries and/or islands.
j) Expenses incurred as a result of a tropical disease where you have
not had the NHS recommended inoculations and/or not taken the NHS
recommended medication.
k) Any expenses incurred after the date on which we exercise our rights
under this section to move you from one hospital to another and/or
arrange for your repatriation but you decide not to be moved or repatriated.
5. Anything mentioned in What is not covered applicable to all sections of
the policy.
You should also refer to the Important conditions relating to health.
Claims evidence
We will require (at your own expense) the following evidencewhere
relevant:
a) Any additional period of hospitalisation, compulsory quarantine or confinement to your accommodation:
i) relating to treatment or surgery, including exploratory tests, which are
not directly related to the bodily injury, illness or disease which necessitated your admittance into hospital.
ii) relating to treatment or services provided by a convalescent or nursing
home or any rehabilitation centre.
iii) following your decision not to be repatriated after the date, when in the
opinion of the Emergency Medical Assistance Service it is safe to do so.
b) Hospitalisation, compulsory quarantine or confinement to your accommodation:
i) relating to any form of treatment or surgery which in the opinion of
the Emergency Medical Assistance Service or us (based on information
provided by the medical practitioner in attendance), can be delayed
reasonably until your return to your home area.
ii) as a result of a tropical disease where you have not had the NHS
recommended inoculations and/or not taken the NHS recommended
medication.
DIRECT 1/10/2015 v1.1
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iii) occurring in England, Scotland, Wales, Northern Ireland, the Isle of Man
or the Channel Islands relation to either:
i. private treatment; or
ii. tests, surgery or other elective or planned treatment the costs of
which are funded by or recoverable from the Health Authority in your
home area.
2. Anything mentioned in What is not covered applicable to all sections of
the policy.
Claims evidence
We will require (at your own expense) the following evidence where relevant:
»» Confirmation in writing from the hospital, relevant authority or the
treating medical practitioner of the dates when you were admitted
and subsequently discharged from hospital, compulsory quarantine
or confinement to your accommodation.
To make a claim under this section please call: +44 (0)20 8667 2465 Or
Register your claim online: www.rpclaims.com (Scheme Code: A00806)
C1
SECTION C1
PET CARE
What is covered
We will pay you up to the amount shown in your schedule per day, up to a
maximum of the amount shown in your schedule for any additional kennel /
cattery fees incurred, if your domestic dog(s) / cat(s) are in a kennel / cattery
during your trip and your return to your home area has been delayed due
to your bodily injury, illness or disease.
Special conditions relating to claims
You must send us written confirmation (at your own expense) from the
appropriate kennel or cattery, confirming the amount of additional fees that
you have had to pay, together with the dates when these were payable.
D SECTION D
PERSONAL ACCIDENT
Special definitions relating to this section
Loss of limb
- means loss by permanent severance of an entire hand or foot or the
total, complete and permanent loss of use of an entire hand or foot.
Loss of sight
- means total and irrecoverable loss of sight which shall be considered as
having occurred:
a) in both eyes, if your name is added to the Register of Blind Persons on
the authority of a fully qualified ophthalmic specialist and
b) in one eye if the degree of sight remaining after correction is 3/60 or
less on the Snellen scale (which means only seeing at 3 metres what you
should see at 60 metres).
Permanent total disablement
- means an injury sustained, resulting in total and permanent disability
which medical evidence confirms will prevent you from undertaking your
usual occupation or a similar one for which you are qualified and suitably
experienced.
What is covered
We will pay one of the benefit amounts shown in the policy schedule of
benefits if you sustain bodily injury which shall solely and independently
of any other cause, result within two years in your death, loss of limb, loss of
sight or permanent total disablement.
Special conditions relating to claims
1. Our medical practitioner may examine you as often as they consider
necessary if you make a claim.
Provisions
2. Benefit is not payable to you:
a) If the permanent loss of use of an entire hand or foot is only partial and
not total and complete (being 100%).
b) Until one year after the date you sustain bodily injury.
3. Benefit 1. will be paid to the deceased insured person’s estate.
What is not covered
»» Claims arising from your bodily injury, illness or disease that is not
covered under Section B – Emergency medical and other expenses.
»»
»» Anything mentioned in What is not covered applicable to all sections
of the policy.
Claims evidence
We will require (at your own expense) the following evidence where relevant:
»» Written confirmation from the appropriate kennel or cattery confirming the amount of additional fees that you have had to pay together
with the dates when these were payable.
»» A medical certificate from the treating medical practitioner explaining why you were unable to return home on time.
»» Your unused travel tickets.
»» Details of any travel, pet or other insurance under which you could
also claim.
To make a claim under this section please call +44 (0)20 8667 2465 Or
What is not covered
1. Anything mentioned in What is not covered applicable to all sections of
the policy.
2. Any claim under permanent total disablement if at the date of the accident you are over the statutory age of retirement and not in full time paid
employment.
3. Any claim arising from any event which exacerbates a previously existing
bodily injury.
Claims evidence
We will require (at your own expense) the following evidence where relevant:
»» In the event of death, the original death certificate.
»» A medical certificate or report in relation to claims for loss of limb,
loss of sight or permanent total disablement.
To make a claim under this section please call: +44 (0)20 8667 2465 Or
Register your claim online: www.rpclaims.com (Scheme Code: A00806)
Register your claim online: www.rpclaims.com (Scheme Code: A00806)
DIRECT 1/10/2015 v1.1
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E
SECTION E
BAGGAGE
What is covered
1. We will pay you up to the amount shown in the schedule of benefits for
the accidental loss of, theft of or damage to baggage and valuables during
your trip. The amount payable in the event of a total loss, will be the value
at today’s prices less a deduction for wear, tear and depreciation (loss of
value), or we may replace, reinstate or repair the lost or damaged baggage
and/or valuables.
The maximum we will pay you for any one article, pair or set of items articles
is shown in the schedule of benefits.
The maximum amount we will pay for all valuables is shown in the schedule
of benefits.
2. We will also pay you up to the amount shown in the schedule of benefits,
for the emergency replacement of clothing, medication and toiletries if your
baggage is temporarily lost in transit during the outward journey and not
returned to you within 12 hours, as long as we receive written confirmation
from the carrier, confirming the number of hours the baggage was delayed.
6. Loss, theft of or damage to unset precious stones, contact or corneal lenses, hearing aids, dental or medical fittings, antiques, musical instruments,
motor accessories, documents of any kind, bonds, securities, perishable
goods (such as foodstuffs), bicycles, ski equipment, golf equipment and
damage to suitcases (unless the suitcases are entirely unusable as a result of
one single incidence of damage).
7. Loss or damage due to cracking, scratching, breakage of or damage
to china, glass (other than glass in watch faces, cameras, binoculars or
telescopes), porcelain or other brittle or fragile articles unless caused by fire,
theft, or an accident to the aircraft, sea vessel, train or vehicle in which they
are being carried.
8. Loss or damage due to breakage of sports equipment or damage to
sports clothing whilst in use.
9. Loss, theft of or damage to business equipment, business goods, samples,
tools of trade and other items used in connection with your business, trade,
profession or occupation.
10. Loss or damage caused by wear and tear, depreciation (loss in value),
atmospheric or climatic conditions, moth, vermin, any process of cleaning
repairing or restoring, mechanical or electrical breakdown.
If the loss is permanent we will deduct the amount paid from the final
amount to be paid under this section.
11. Anything mentioned in What is not covered applicable to all sections of
the policy.
If items of baggage and/or valuables are also covered under Section V –
Wedding/Civil partnership cover or Section W– Cruise cover you can only
claim for these under one section for the same event.
Claims evidence
Special conditions relating to claims
1. You must report to the local Police in the country where the incident occurred within 24 hours of discovery, or as soon as possible after that and get
(at your own expense) a written report of the loss, theft or attempted theft
of all baggage and/or valuables.
2. If baggage and/or valuables are lost, stolen or damaged while in the care
of a carrier, transport company, authority, hotel or your accommodation
provider you must report details of the loss, theft or damage to them in
writing and get (at your own expense) written confirmation.
3. If baggage is lost, stolen or damaged whilst in the care of an airline you
must give written notice of the claim to the airline within the time limit
contained in their conditions of carriage (please keep a copy).
What is not covered
1. The excess as shown in the schedule of benefits for each and every claim,
per incident claimed for, under this section by each insured person (except
claims under subsection 2 of What is covered) unless the excess waiver has
been purchased as detailed in your policy schedule.
2. Loss, theft or damage to gadgets. Claims for gadgets should be made
under section E1 or E2 - Gadget cover.
3. Loss, theft of or damage to valuables left unattended at any time (including in a vehicle, in checked in luggage or while in the custody of a carrier,
tour operator or public transport operator) unless deposited in a hotel safe,
safety deposit box or left in your locked accommodation.
We will require (at your own expense) the following evidence where
relevant:
»» A police report from the local Police in the country where the incident occurred for all loss, theft or attempted theft.
»» A Property Irregularity Report from the airline or a letter from the
carrier where loss, theft or damage occurred in their custody.
»» A letter from your tour operator’s representative, hotel or accommodation provider where appropriate.
»» All travel tickets and tags for submission.
»» Proof of ownership such as an original receipt, a valuation, original
user manual or bank or credit card statements for items lost, stolen
or damaged and for all items of clothing, medication and toiletries
replaced if your baggage is temporarily lost in transit for more than
12 hours.
»» A letter from the carrier confirming the number of hours your baggage was delayed for.
»» Repair report where applicable.
»» Details of any household, travel or other insurance under which you
could also claim.
To make a claim under this section please call +44 (0)20 8667 2465 Or
Register your claim online: www.rpclaims.com (Scheme Code: A00806)
E1
E2
SECTION E1 & E2
GADGET COVER & SECTION E2
GADGET COVER EXTENSION
(ONLY OPERATIVE IF INDICATED IN THE SCHEDULE)
Please note: The following sections apply to your standard gadget cover
benefit within your Travel insurance policy and also if you have paid the
required premium for the gadget cover extension which will be shown in
your schedule.
4. Loss, theft of or damage to baggage contained in an unattended vehicle:
a) overnight between 9 pm and 9 am (local time) or
b) at any time between 9 am and 9 pm (local time) unless:
i) it is locked out of sight in a secure baggage area and
ii) Violent and Forcible Entry has been used by an unauthorised person
to gain entry into the vehicle and evidence of such entry is available.
5. Loss or damage due to delay, confiscation or detention by customs or any
other authority.
Gadget Cover
Terms and conditions
This insurance is arranged by Taurus Insurance Services Limited (Taurus) an
insurance intermediary licenced and authorised in Gibraltar by the Financial
Services Commission under Licence Number FSC00757B and authorised
by the Financial Conduct Authority in the UK under registration number
444830.
DIRECT 1/10/2015 v1.1
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The Insurers are Amtrust Europe Limited (referred to as “we/us/our” in this
gadget Insurance section of the policy) and are authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority
and the Prudential Regulation Authority under Financial Services Register
number 202189. A Member of the Association of British Insurers. Registered
in England: company number 1229676. Registered address: Market Square
House, St James’s Street, Nottingham NG1 6FG.
We (the Insurers) have entered into a Binding Authority Contract reference
number WUKGAD148030 with Taurus Insurance Services Limited under
which we have authorised Taurus to issue these documents on our behalf.
The administrator is Citymain Administrators Limited, Enterprise House, Isambard Brunel Road, Portsmouth, PO1 2RX. Registered in England: company
number 3976666. Citymain Administrators Limited is authorised and regulated by the Financial Conduct Authority under registration number 306535.
Confirmation of cover
When you purchased your Gadget Insurance you selected the level of cover
suitable for you. Your level of cover will be confirmed in your schedule.
Please ensure you keep your schedule together with this gadget Insurance
Policy in a safe place.
Introduction
Gadget Insurance provides cover for your gadget against theft, loss,
accidental damage and malicious damage when you are on a trip that
is covered by your travel insurance policy. The gadget must be in good
condition and full working order at the time of your trip
Definitions
The words and phrases defined below are additional definitions and specific
to this section of cover and have the same meaning wherever they appear
in bold in the Gadget Cover section. All other definitions can be found on
page 12.
Accidental damage - means any damage, including fire and liquid damage,
caused to the gadget which was not deliberately caused by you or bound
to happen.
Violent and Forcible Entry – entry evidenced by visible damage to the
fabric of the building, room, or vehicle at the point of entry.
We, us, our – the Insurers, Amtrust Europe Limited (specific to section E1
and E2).
What we will cover
A. Accidental damage
We will pay the repair or replacement costs if your gadget is damaged as
the result of an accident.
B. Theft
If your gadget is stolen we will replace it. Where only part or parts of your
gadget have been stolen, we will only replace that part or parts.
C. Malicious Damage
If your gadget is damaged as a result of intentional or deliberate actions of
someone else we will repair it. Where only part or parts of your gadget are
damaged, we will only replace that part or parts.
D. Loss
If your gadget is lost we will replace it. Where only part or parts of your
gadget have been lost, we will only replace that part or parts.
E. Unauthorised Usage
If your gadget is lost or stolen, and the loss or theft is covered by your policy, we will refund the cost of unauthorised calls, messages and downloads
made from it after the time it was lost or stolen. Cover will only apply to
unauthorised usage within 24 hours of discovery of the loss or theft of your
gadget. Itemised bills must be provided to support your claim. This cover
will only apply if there is no protection from such losses from your network
provider.
The limits of our liability
The most we will pay
Administrator – Citymain Administrators Limited.
Gadget – the item(s) insured by this gadget Insurance Policy, purchased by
you and shown within the relevant proof of purchase.
For the purpose of this policy a gadget can be any one of the following
items:
Mobile Phones, Smart Phones, Laptops, Tablets, Desktops, Digital Cameras,
PC Monitors, MP3 Players, CD/DVD Players, Games Consoles, Video Cameras,
Camera Lenses, Bluetooth Headsets, Satellite Navigation Devices, PDAs,
E-Readers, Head/Ear Phones, Wearable Technology (such as a Smart Watch or
a Health and Fitness Tracker).
Loss - means that the gadget has been accidentally left by you in a location
and you are permanently deprived of its use.
Malicious Damage - the intentional or deliberate actions of another party
which causes damage to your gadget.
Proof of Purchase – the original purchase receipt provided at the point of
sale that gives details of the gadget purchased, or similar documents that
provide proof that you own the gadget.
Proof of Usage - Means evidence that shows your gadget has been in use
before the event giving rise to the claim. Where the gadget is a mobile
phone this evidence can be obtained from your phone network provider.
For other gadgets, such as laptops, in the event of an accidental damage
claim this may be determined through inspection by our repairers.
The most we will pay for any one claim will be the replacement value of
your gadget and in any case shall not exceed our maximum liability for
your chosen level of cover, as shown in your schedule.
In the event that your claim is authorised It will be at our sole discretion to
either repair your gadget, of if your gadget is deemed beyond economical
repair or subject to a theft or loss and will therefore have to be replaced,
we will endeavour to replace it with an identical fully refurbished item or
new item where a refurbished is not available. Should this not be possible
the administrator will replace it with a fully refurbished or new item of a
comparable specification or the equivalent value.
Please note it may not always be possible to replace your gadget with the
same colour.
All replacement gadgets are issued with a 12 month warranty (the gadget
must be returned to the administrator).
All repairs to gadgets are issued with a 3 month warranty (the gadget must
be returned to the administrator).
What we will not cover:
1. The amount of the excess which applies to each and every claim.
2. Any loss, theft or accidental damage of the gadget left as checked in
baggage.
Taurus – Taurus Insurance Services Limited
3. Any loss, theft or accidental damage to the gadget as a result of confiscation of detention by customs, other officials or authorities.
Theft - Means the dishonest removal of the gadget from your possession
by a third party with the intention of permanently depriving you of it.
4. Any theft unless accompanied by a Police Crime Reference number. Lost
Property numbers are not acceptable in support of a Theft claim.
Travel insurance policy – your Cedar Tree Travel insurance policy.
5. Any claim that occurs whilst not on a trip.
DIRECT 1/10/2015 v1.1
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6. Any damage which occurred to your gadget prior to commencement of
your trip.
7. Any claim for loss where the circumstances of the loss cannot be clearly
identified, i.e. where you are unable to confirm the time and place of the
loss.
8. Any claim where proof of usage cannot be provided or evidenced (applicable only where the gadget is a mobile phone or in respect of a laptop/
tablet where user history is available).
9. Any claim involving theft unless reported to the appropriate local Police
authorities and the Network (if applicable) within 24 hours of discovering
the incident.
10. Theft of the gadget from an unoccupied premise whilst on your trip,
unless there is evidence of violent and forcible entry to the premises.
11. Theft of the gadget from the person unless force or threat of violence is
used.
12. Loss, theft or accidental damage to the gadget whilst in the possession of anyone else.
13. Loss, theft of or accidental damage to accessories other than SIM
or PCIMA cards which were in the gadget at the time of the loss, theft or
damage.
14. Loss, damage, destruction, distortion, erasure, corruption or alteration of
electronic data from any computer virus or similar mechanism or as a result
of any failure of the Internet, or loss of use, reduction in functionality, cost,
expense of whatsoever nature resulting there from, regardless of any other
cause or event contributing concurrently or in any other sequence to the
loss.
Gadget Claims procedure
Please comply with the following procedures to obtain authorisation with
the minimum delay. Failure to observe these procedures might invalidate
your claim.
Theft and Malicious Damage Claims:
Notify the appropriate local Police authority within 24 hours of discovering
the incident and obtain a Crime reference number and a copy of the Police
Crime report. Should you be claiming for the theft of your telephone you
must also contact your network provider within 24 hours of discovering the
incident to place a call bar on the handset.
For all claims (including theft, loss and malicious damage):
Contact the administrator on 0333 999 7934 (local rate call) within 2 working days of discovering the incident (or in the event of an incident occurring
outside of the United Kingdom, within 2 working days of returning to the
United Kingdom).
Complete the claim form in accordance with their instructions, and in any
event within 30 days of notifying the claim together with any requested
supporting documentation including:
»»
»»
»»
»»
Police Crime Reference Number (if applicable)
Any other requested documentation.
Proof of Violent and Forcible Entry (if applicable)
Proof of travel dates.
The administrator will assess your claim, and as long as your claim is valid,
will authorise the repair or replacement of the gadget as appropriate.
Please note: If we replace your gadget the damaged or lost item becomes
ours. If it is returned or found you must notify us and send it to us if we ask
you to.
15. Repair or other costs for:
»» routine servicing, inspection, maintenance or cleaning;
»» loss caused by a manufacturer’s defect or recall of the gadget;
»» replacement of or adjustment to fittings, control knobs or buttons,
batteries or aerials;
»» repairs carried out by anyone not authorised by us;
»» wear and tear or gradual deterioration of performance;
»» claims arising from abuse, misuse or neglect;
»» a gadget where the serial number has been tampered with in any
way.
16. Any kind of damage whatsoever unless the damaged gadget is provided
for repair.
17. The VAT element of any claim if you are registered for VAT.
18. Reconnection costs or subscription fees of any kind.
19. The cost of replacing any personalised ring tones or graphics, downloaded material or software.
20. Any expense incurred as a result of not being able to use the gadget, or
any loss other than the repair or replacement costs of the gadget.
Conditions and limitations
1. You are required to take all reasonable precautions at all times.
2. The gadget must have valid proof of purchase prior to the
commencement of your trip.
Gadget Complaints
It is always the intention to provide you with a first class service. However, if
you are not happy with the service, in the first instance:
If your complaint is about the sale of the insurance, please write to Taurus
Insurance Services. Their contact details are:
Taurus Insurance Services Limited
Suite 322 Eurotowers
Europort Road, Gibraltar
Email: [email protected]
If your complaint is in relation to a claim, please write to the administrator.
Their contact details are:
Citymain Administrators Ltd
Enterprise House, Isambard Brunel Road
Portsmouth, PO1 2RX
E-mail: [email protected]
If you are not happy with the response or your complaint has not been
resolved within eight weeks you have the right to ask the Financial Ombudsman Service to review your complaint: Their contact details are:
Financial Ombudsman Service
Exchange Tower
London E14 9SR
Tel: 0800 023 4567 (Free for Mobiles and Landlines)
Tel: 0300 123 9123
3. You must provide us with any receipts, documents or proof of purchase,
that it is reasonable for us to request.
These procedures do not affect your legal rights.
4. Cover excludes costs or payments recoverable from any party, under the
terms of any other contract, guarantee, warranty, or insurance.
Data Protection Act 1998
Data Transfer Consent
By purchasing this insurance policy, you have consented to the use of your
data as described below.
DIRECT 1/10/2015 v1.1
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Data Protection Policy
We, Taurus and the administrator are committed to protecting your privacy including sensitive personal information; please read this section carefully
as acceptance of this insurance policy will be regarded as having read and
accepted these Terms and Conditions.
Taurus and the administrator do not pass any personal data about you to
any third parties without your consent. When you apply for insurance and/
or make a claim, you will be required to disclose relevant personal data
about you to Taurus or their agents (in particular us and the administrator), including data which is deemed “sensitive” under the Data Protection
Act 1998.
All information provided by you will be used by Taurus, its agents and associated companies, other insurance providers, regulators, industry and public
bodies (including the police) and agencies to process this cover and any
upgrade to cover, handle claims relating to this cover and to prevent fraud.
Sensitive Information
Some of the personal information we ask you for may be sensitive personal
data, as defined by the Data Protection Act 1998 (such as information about
health or criminal convictions). We will not use such sensitive personal data
about you or others except for the specific purpose for which you provide it
and to provide the services described in your policy documents
How we use and protect your information and who we share it with
We will use your information to manage your insurance policy, including
underwriting and claims handling. This may include disclosing it to other
insurers, administrators, third party underwriters and reinsurers.
Your information comprises of all the details we hold about you and your
transactions and includes information obtained from third parties. We may
use and share your information with other members of our group companies. We will provide an adequate level of protection to your data.
We do not disclose your information to anyone outside of our group company except:
»» Where we have your permission
»» Where we are required or permitted to do so by law to credit
reference and fraud prevention agencies
»» Other companies that provide a service to us or you
»» Where we may transfer rights and obligations under this agreement.
The maximum amount we will pay for currency notes and coins, if you are
under the age of 18 is shown in the schedule of benefits.
The maximum amount we will pay for all other personal money and
documents (including the cost of the emergency replacement or temporary
passport or visa obtained outside your home area and the value of the
unused portion of your passport, visa or driving licence) is shown in the
schedule of benefits.
2. We will pay you up to the amount shown in the schedule of benefits
for reasonable additional travel and accommodation expenses necessarily
incurred outside your home area to obtain a replacement of your passport
(known as an emergency travel document) or visa which has been lost or
stolen outside your home area.
This includes reasonable additional travel and accommodation expenses
incurred because you were unable to board the public transport on which
you were booked to return to the United Kingdom or continue your trip
as a result of the accidental loss of, theft of or damage to your passport and/
or visa.
Special conditions relating to claims
1. You must report to the local Police in the country where the incident occurred within 24 hours of discovery or as soon as possible after that and get
(at your own expense) a written report of the loss, theft or attempted theft
of all personal money, passports or documents.
2. If personal money, passports or visas are lost, stolen or damaged while
in the care of a hotel or your accommodation provider you must report
details of the loss, theft or damage to them in writing and get (at your own
expense) written confirmation. Keep all travel tickets and tags for submission
if a claim is to be made under this policy.
3. If documents are lost, stolen or damaged while in the care of a carrier,
transport company, authority, hotel or your accommodation provider you
must report details of the loss, theft or damage to them in writing and get
(at your own expense) written confirmation.
4. If documents are lost, stolen or damaged whilst in the care of an airline
you must give formal written notice of the claim to the airline within the
time limit set out in their conditions of carriage (please keep a copy).
We may transfer your information to other countries and jurisdictions on
the basis that anyone to whom we pass it provides an adequate level of
protection. However, such information may be accessed by law enforcement
agencies and other authorities to prevent and detect crime and comply with
legal obligations.
What is not covered
Your Rights
Under the Data Protection Act 1998 you have certain rights regarding access
to your information. You have the right to see a copy of the personal information we hold about you, if you believe that any of the information we are
holding is incorrect or incomplete, please let us know as soon as possible. To
provide a copy of the information we may ask you for a small fee.
2. Loss, theft of or damage to personal money or your passport or visa if
left unattended at any time (including in a vehicle, in checked in luggage or
while in the custody of a carrier, tour operator or public transport operator)
unless deposited in a hotel safe, safety deposit box or left in your locked
accommodation.
Marketing
We, Taurus and the administrator will not use your data for marketing
purposes. All information provided is used to manage your insurance policy
only.
F
The maximum we will pay you for bank notes, currency notes and coins is
shown in the schedule of benefits.
SECTION F
PERSONAL MONEY, PASSPORT AND DOCUMENTS
What is covered
1. We will pay you up to the amounts shown in the schedule of benefits for
the accidental loss of, theft of or damage to personal money and documents including the unused portion of passports, visas and driving licences.
We will also cover foreign currency during the 72 hours immediately before
your departure on the outward journey.
1. The excess as shown in the schedule of benefits for each and every claim,
per incident claimed for, under this section by each insured person unless
the excess waiver has been purchased as detailed in your policy schedule.
3. Loss, theft of or damage to travellers’ cheques if you have not complied
with the issuer’s conditions or where the issuer provides a replacement
service.
4. Loss or damage due to delay, confiscation or detention by customs or any
other authority.
5. Loss or damage due to depreciation (loss in value), variations in exchange
rates or shortages due to error or omission.
6. Travel, event or entertainment tickets paid for using any airline mileage or
supermarket reward scheme (for example Avios), unless evidence of specific
monetary value can be provided.
7. Anything mentioned in What is not covered applicable to all sections of
the policy.
DIRECT 1/10/2015 v1.1
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Claims evidence
What is not covered
We will require (at your own expense) the following evidence where relevant:
1. The excess as shown in the schedule of benefits for each and every claim,
per incident claimed for, under this section by each insured person unless
the excess waiver has been purchased as detailed in your policy schedule.
»» A police report from the local Police in the country where the incident occurred for all loss, theft or attempted theft.
»» A letter from your tour operator’s representative, hotel or accommodation provider where appropriate.
2. Compensation or legal costs arising directly or indirectly from:
a) Liability which has been assumed by you under agreement (such as a
hire agreement) unless the liability would have existed without the agreement. »» All travel tickets and tags for submission.
»» Proof of ownership such as an original receipt or bank or credit card
statements for items lost, stolen or damaged.
»» Receipts or bills or proof of purchase for any transport and accommodation expenses claimed for.
»» Receipts or bills or proof of purchase for any replacement or temporary passport or visa claimed for.
»» Receipt for all currency and travellers cheques transactions.
»»
»» Details of any household, travel or other insurance under which you
could also claim.
To make a claim under this section please call +44 (0)20 8667 2465 Or
Register your claim online: www.rpclaims.com (Scheme Code: A00806)
G
SECTION G
PERSONAL LIABILITY
What is covered
We will pay you up to the amounts shown in the schedule of benefits (including legal costs and expenses) against any amount you become legally
liable to pay as compensation for any claim or series of claims arising from
any one event or source of original cause for accidental:
1. Bodily injury, death, illness or disease to any person who is not in your
employment or who is not a close relative or persons residing with you but
not paying for their accommodation.
2. Loss of or damage to property that does not belong to and is neither in
the charge of nor under the control of you, a close relative and/or anyone
in your employment other than any temporary holiday accommodation
occupied (but not owned) by you.
Special conditions relating to claims
1. You must give us written notice of any incident, which may result in a
claim as soon as possible.
2. You must send us every court claim form, summons, letter of claim or
other document as soon as you receive it.
3. You must not admit any liability or pay, offer to pay, promise to pay or
negotiate any claim without our permission in writing.
4. We will be entitled to take over and carry out in your name the defence
of any claims for compensation or damages or otherwise against any third
party. We will have full discretion in the conduct of any negotiation or proceedings or in the settlement of any claim and you will give us all necessary
information and assistance which we may require.
5. If you die, your legal representative(s) will have the protection of this
cover as long as they comply with the terms and conditions outlined in this
policy.
b) Pursuit of any business, trade, profession or occupation or the supply of
goods or services.
c) Ownership, possession or use of mechanically propelled vehicles,
aircraft or watercraft (other than surfboards or manually propelled rowing
boats, punts or canoes).
d) The transmission of any contagious or infectious disease or virus.
3. Anything mentioned in What is not covered applicable to all sections of
the policy.
Claims evidence
We will require (at your own expense) the following evidence where relevant:
»» Full details in writing of any incident.
»» Any court claim form, summons, letter of claim or other document
must be sent to us as soon as you receive it.
»» Details of any household, travel or other insurance under which you
could also claim.
To make a claim under this section please call +44 (0)20 8667 2465 Or
Register your claim online: www.rpclaims.com (Scheme Code: A00806)
H
SECTION H
DELAYED DEPARTURE
What is covered
If the public transport on which you are booked to travel:
1. is delayed at the final departure point from or to the United Kingdom
and in addition for residents of Northern Ireland any departure point in the
Republic of Ireland (but not including delays to any subsequent outbound
or return connecting public transport) for at least 12 hours from the scheduled time of departure, or
2. is cancelled before or after the scheduled time of departure
as a result of any of the following events:
a) strike or
b) industrial action or
c) adverse weather conditions or
d) mechanical breakdown of or a technical fault occurring in the public
transport on which you are booked to travel
we will pay you:
1. Up to the amounts shown in the schedule of benefits for the first completed 12 hours delay and each full 12 hours delay after that, up to the maximum amount shown in the schedule of benefits (which is meant to help you
pay for telephone calls made and meals and refreshments purchased during
the delay) provided you eventually travel, or
2. Up to up to the amounts shown in the schedule of benefits for your proportion only of any irrecoverable unused travel and accommodation costs
and other pre-paid charges which you have paid or are contracted to pay, if:
DIRECT 1/10/2015 v1.1
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a) after a delay of at least 12 hours, or
b) following cancellation, no suitable alternative public transport is
provided within 12 hours of the scheduled time of departure
you choose to abandon your trip before departure from the United Kingdom and in addition for residents of Northern Ireland any departure point in
the Republic of Ireland.
You can only claim under subsection 1. or 2. above for the same event, not
both.
You can only claim under one of either Section H – Delayed departure,
Section I – Missed departure or Section T – Travel disruption cover for the
same event.
Special conditions relating to claims
1.You must check in according to the itinerary given to you unless your tour
operator has requested you not to travel to the airport.
2. You must comply with the terms of contract of the travel agent, tour
operator, carrier or transport provider and seek financial compensation,
assistance or a refund of your ticket from them in accordance with such
terms and/or (where applicable) your rights under EU Air Passenger Rights
legislation in the event of cancellation or long delay of flights.
What is not covered
1. The excess as shown in the schedule of benefits for each and every claim,
per incident claimed for, under this section by each insured person unless
the excess waiver has been purchased as detailed in your policy schedule.
2. Claims arising directly or indirectly from:
a) strike or industrial action existing or being publicly announced by the
date you purchased this insurance or at the time of booking any trip.
b) An aircraft or sea vessel being withdrawn from service (temporary or
otherwise) on the recommendation of the Civil Aviation Authority, Port
Authority or any such regulatory body in a country to/from which you are
travelling.
c) Any delays to any subsequent outbound or return connecting public
transport following your departure from the final departure point from
or to the United Kingdom and in addition for residents of Northern
Ireland any departure point in the Republic of Ireland.
d) Volcanic eruptions and/or volcanic ash clouds.
3. For subsection 2. only of What is covered:
a) The cost of Air Passenger Duty (APD) whether irrecoverable or not.
b) Travel tickets paid for using any airline mileage or supermarket reward
scheme (for example Avios), unless evidence of specific monetary value
can be provided.
c) We will only consider the unused pre-paid expenses of a person who is
insured under this policy. For example, if you are travelling with someone
who is not insured under this policy we will only pay your proportion of
the costs not theirs, regardless who has paid for the booking.
d) Accommodation costs paid for using any Timeshare, Holiday Property
Bond or other holiday points scheme. In addition any property maintenance costs, fees or charges incurred by you, as part of your involvement
in such schemes are not covered.
e) Any costs incurred by you which are recoverable from the providers
of the accommodation, their booking agents (or the administrators of
either) or for which you receive or are expected to receive compensation
or reimbursement.
f ) Any costs incurred by you which are recoverable from the public
transport operator or for which you receive or are expected to receive
compensation, damages, refund of tickets, meals, refreshments, accommodation, transfers, communication facilities or other assistance.
g) Any costs incurred by you which are recoverable from your credit/
debit card provider or for which you receive or are expected to receive
compensation or re-imbursement.
l) Any travel and accommodation costs, charges and expenses where
the public transport operator has offered reasonable alternative travel
arrangements within 12 hours of the scheduled time of departure.
n) Any cost if your trip was booked as part of a package holiday except
for any pre-paid costs or charges which do not form part of your package
holiday.
o)Anything mentioned in What is not covered applicable to all sections of
the policy.
Claims evidence
We will require (at your own expense) the following evidence where
relevant:
»» Full details of the travel itinerary supplied to you.
»» Written confirmation from the carriers (or their handling agents) of
the cancellation, number of hours of delay and the reason for these
together with confirmation of your check in times and details of any
alternative transport offered.
»» In the case of cancellation claims, your booking confirmation
together with written details from your travel agent, tour operator
or provider of transport/accommodation of the separate costs of
transport, accommodation, Air Passenger Duty (APD), taxes, duties,
surcharges and other pre-paid costs or charges that made up the
total cost of the trip.
»» Your unused travel tickets.
»» Receipts or bills for any transport, accommodation or other costs,
charges or expenses claimed for.
»» Where applicable written confirmation from the public transport
operator (or their handling agents) and/or provider of accommodation (or their booking agents) that compensation, assistance or
reimbursement of any costs, charges and expenses incurred by you
will not be provided and the reason for this.
»» Details of any travel or other insurance under which you could also
claim.
To make a claim under this section please call +44 (0)20 8667 2465 Or
Register your claim online: www.rpclaims.com (Scheme Code: A00806)
I
SECTION I
MISSED DEPARTURE
What is covered
We will pay you up to the amounts shown in the schedule of benefits for
reasonable additional accommodation (room only) and travel expenses
necessarily incurred in reaching your overseas destination (or in the case of
a cruise joining your ship at the next possible port of call) or returning to the
United Kingdom, if you fail to arrive at the departure point (including for
residents of Northern Ireland any departure point in the Republic of Ireland)
in time to board the public transport on which you are booked to travel
on for the initial international outbound and return legs only of the trip as a
result of:
1. the failure of other public transport or
2. an accident to or breakdown of the vehicle in which you are travelling or
3. an accident or breakdown happening ahead of you on a public road
which causes an unexpected delay to the vehicle in which you are travelling
or
DIRECT 1/10/2015 v1.1
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4. strike, industrial action or adverse weather conditions.
If the same expenses are also covered under Section H – Delayed departure
or Section T – Travel disruption cover you can only claim under one section
for the same event.
Special conditions relating to claims
1. You must allow enough time for the public transport or other transport
to arrive on schedule and to deliver you to the departure point.
What is not covered
1. The excess as shown in the schedule of benefits for each and every claim,
per incident claimed for, under this section by each insured person unless
the excess waiver has been purchased as detailed in your policy schedule.
2. Claims arising directly or indirectly from:
a) Strike or industrial action existing or being publicly announced by the
date you purchased this insurance or at the time of booking any trip.
J
SECTION J
LEGAL EXPENSES AND ASSISTANCE
Special definition relating to this section
Lawyer
- means the legal representative or other appropriately qualified person
acting for you. You have the right to choose the lawyer acting for you in the
following circumstances:
a) Where the commencement of court proceedings to pursue your claim
is required.
b) should any conflict of interest or dispute over settlement arise.
What is covered
We will pay up to the amounts shown in the schedule of benefits for legal
costs to pursue a civil action for compensation, against someone else who
causes you bodily injury, illness or death.
b) An accident to or breakdown of the vehicle in which you are travelling
when a repairers report or other evidence is not provided.
Where there are two or more insured persons insured by this policy, then
the maximum amount we will pay for all such claims shall not exceed the
amount shown in the schedule of benefits.
c) Breakdown of any vehicle owned by you which has not been serviced
properly and maintained in accordance with manufacturer’s instructions.
Prospects of success
d) An aircraft or sea vessel being withdrawn from service (temporary or
otherwise) on the recommendation of the Civil Aviation Authority, Port
Authority or any such regulatory body in a country to/from which you are
travelling.
We will only provide cover where your claim or any appeal you are pursuing
or defending is more likely than not to be successful. If you are seeking
damages or compensation, it must also be more likely than not that any
judgement obtained will be enforced.
e) Your failure to arrive at the departure point in time to board any connecting public transport after your departure on the initial international
outbound and return legs of the trip.
If we consider your claim is unlikely to be successful or any judgement will
not be enforced we or you may request a second opinion from an independent lawyer. If You seek independent legal advice any costs incurred will not
be covered by this policy.
f ) Volcanic eruptions and/or volcanic ash clouds (except claims under
subsection 1. of What is covered).
g) Trips solely within the United Kingdom.
c) Additional expenses where the scheduled public transport operator
has offered reasonable alternative travel arrangements within 12 hours of
the scheduled time of departure.
3. Anything mentioned in What is not covered applicable to all sections of
the policy.
If the independent lawyer agrees your claim is unlikely to be successful or
any judgement is unenforceable then you cannot make a claim under this
section.
Special conditions relating to claims
1. We shall have complete control over the legal case through agents we
nominate, by appointing agents of our choice on your behalf with the
expertise to pursue your claim.
Claims evidence
2. You must follow our agent’s advice and provide any information and
assistance required within a reasonable timescale.
We will require (at your own expense) the following evidence where relevant:
3. You must advise us of any offers of settlement made by the negligent
third party and you must not accept any such offer without our permission.
»» A letter from the public transport provider detailing the reasons for
failure.
»» A letter from the relevant public transport provider, carrier or
authority confirming details of the strike, industrial action or adverse
weather conditions.
»» Your unused travel tickets.
»» Receipts or bills or proof of purchase for any transport, accommodation or other costs, charges or expenses claimed for.
»» In the case of an accident to or breakdown of the vehicle in which
you are travelling a repairers or breakdown company’s report or other evidence from the relevant highway authority or local authority.
»» In the case of the breakdown of any vehicle owned by you a copy of
the last service report confirming that the vehicle has been serviced
properly and maintained in accordance with manufacturer’s instructions.
»» Details of any travel or other insurance under which you could also
claim.
To make a claim under this section please call +44 (0)20 8667 2465 Or
Register your claim online: www.rpclaims.com (Scheme Code: A00806)
4. We may include a claim for our legal costs and other related expenses.
5. We may, at our own expense, take proceedings in your name to recover
compensation from any third party for any legal costs incurred under
this policy. You must give us any assistance we require from you and any
amount recovered shall belong to us.
What is not covered
We shall not be liable for:
1. Legal costs and expenses incurred in pursuit of any claim against us,
our appointed agents, Healix Group, Rightpath Claims, someone you were
travelling with, a person related to you, or another insured person.
2. Legal costs and expenses incurred prior to our written acceptance of the
case.
3. Any claim where the legal costs and expenses are likely to be greater than
the anticipated amount of compensation.
DIRECT 1/10/2015 v1.1
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4. Any claim where legal costs and expenses are variable depending on the
outcome of the claim.
3. Any claim where the detainment, internment or hijack of you has not
been reported to or investigated by the local Police or local authority.
5. Legal costs and expenses incurred if an action is brought in more than
one country.
4. Anything mentioned in What is not covered applicable to all sections of
the policy.
6. Travel, accommodation and incidental costs incurred to pursue a civil
action for compensation.
Claims evidence
7. The costs of any Appeal.
8. Claims by you other than in your private capacity.
9. Anything mentioned in What is not covered applicable to all sections of
the policy.
Claims evidence
We will require (at your own expense) the following evidence where relevant:
»» Relevant documentation and evidence to support your claim,
including photographic evidence.
»» Details of any travel or other insurance under which you could also
claim.
To make a claim under this section please call +44 (0)20 8667 2465 Or
Register your claim online: www.rpclaims.com (Scheme Code: A00806)
K
SECTION K
HIJACKING
Special definitions relating to this section
Hijack
- means the unlawful seizure or wrongful exercise of control of an aircraft or
sea vessel that you are travelling on as a fare paying passenger.
What is covered
If you are prevented from reaching your scheduled destination as a result of
hijack of the aircraft or ship in which you are travelling we will pay you the
amount shown in your schedule for the first full 24 hours of delay and the
amount shown in your schedule for each subsequent full 24 hours of delay
up to the amount shown in your schedule. This benefit is only payable if
no claim is made under Section A – Cancellation or curtailment charges or
Section H – Delayed departure.
We will require (at your own expense) the following evidence where relevant:
»» A report from the local Police or local authority in the country where
the incident occurred confirming that you were unlawfully detained
and the dates of such detention.
»» Details of any travel or other insurance under which you could also
claim.
To make a claim under this section please call +44 (0)20 8667 2465 Or
Register your claim online: www.rpclaims.com (Scheme Code: A00806)
L
SECTION L
MUGGING COVER
Special definition relating to this section
Mugging/mugged means a violent attack on you with a view to theft by the person(s) not
previously known to you.
What is covered
We will pay you the amounts shown in the schedule of benefits if you need
medical treatment in a hospital outside the United Kingdom as a result
of you sustaining bodily injury whilst being mugged if you are admitted
to a hospital as an inpatient for a period of up to 24 hours and the amount
shown in your schedule for each additional 24 hour period that you remain
as an inpatient.
You may claim only under Section L – Mugging cover or Section C – Hospital benefit for the same event, not both. Depending on the cover you have
selected, you should always check which section is more specific to the
event and/or provides the highest level of cover before claiming.
Special conditions relating to claims
1. You must give notice as soon as possible to the emergency medical assistance service or us of any bodily injury which necessitates your admittance
to hospital as an in-patient.
Special conditions relating to claims
2. You must obtain a written report of the mugging from the local Police
within 24 hours of the incident or as soon as possible after that.
1. You have not engaged in any political or other activity which would
prejudice this insurance.
What is not covered
2. You have no family or business connections that could be expected to
prejudice this insurance or increase our risk.
3. All your visas and documents are in order.
4. You must report the matter to the Police within 24 hours of your release
or as soon as possible after that and provide us within 30 days of returning
from the trip with a Police report confirming that you were unlawfully
detained and the dates of such detention.
What is not covered
1. Any claim relating to payment of ransom monies.
»» Any claims arising directly or indirectly from:
»» Any additional period of hospitalisation relating to treatment or
surgery, including exploratory tests, which are not directly related to
the bodily injury which necessitated your admittance into hospital.
»» Hospitalisation relating to any form of treatment or surgery which in
the opinion of emergency medical assistance service or us (based on
information provided by medical practitioner in attendance), can
be delayed reasonably until your return to your home area.
»» Any additional period of hospitalisation relating to treatment or
services provided by a convalescent or nursing home or any rehabilitation centre.
»» Any additional period of hospitalisation following your decision not
to be repatriated after the date, when in the opinion of emergency
medical assistance service it is safe to do so.
»» Anything mentioned in What is not covered applicable to all sections
of the policy.
2. Any claim arising out of any act(s) by you which would be considered an
offence by a court of the United Kingdom if they had been committed in
the United Kingdom.
DIRECT 1/10/2015 v1.1
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Claims evidence
We will require (at your own expense) the following evidence where relevant:
»» Confirmation in writing from the hospital, relevant authority or the
treating medical practitioner of the dates when you were admitted
and subsequently discharged from hospital, together with details of
your injuries.
»» Details of any travel or other insurance under which you could also
claim.
To make a claim under this section please call +44 (0)20 8667 2465 Or
Register your claim online: www.rpclaims.com (Scheme Code: A00806)
M1
SECTION M1
SCHEDULE AIRLINE FAILURE INSURANCE
(ONLY OPERATIVE IF INDICATED IN THE SCHEDULE)
Cover under sections M1 and M2 is provided by International Passenger
Protection Limited, IPP House, 22-26 Station Road, West Wickham, Kent BR4
0PR, United Kingdom and is underwritten by Certain Underwriters at Lloyd’s.
International Passenger Protection Limited who are authorised and
regulated by the Financial Conduct Authority (Register Number 311958).
What You are covered for under section M1
We will pay up to the amount shown in the table of benefits for each Insured person named on the Invoice and Airline Ticket for:
»» Irrecoverable sums paid in advance in the event of Insolvency of the
scheduled airline not forming part of an inclusive holiday prior to
departure; or
»» In the event of Insolvency after departure:
i) additional pro rata costs incurred by You in replacing that part of
the flight arrangements to a similar standard of transportation as
enjoyed prior to the curtailment of the travel arrangements; or
ii) if curtailment of the Trip is unavoidable - the cost of return flights
to the United Kingdom, Isle of Man, Channel Islands or Northern
Ireland to a similar standard of transportation as enjoyed prior to
the curtailment of the travel arrangements.
PROVIDED THAT in the case of i) and ii) above where practicable You have
obtained our approval prior to incurring the relevant costs by contacting us
as set out under the claims procedure.
What You are not covered for under section M1
1. Scheduled flights not booked within the United Kingdom, Isle of Man,
Channel Islands or Northern Ireland prior to departure.
2. Any costs resulting from the Insolvency of:
a. any scheduled airline which is insolvent or in respect of which any
prospect of Insolvency is known at the date of your application under
this policy;
b. any scheduled airline that is bonded or insured elsewhere (even if the
bond is insufficient to meet the claim);
c. any scheduled airline in Chapter 11, its equivalent or any threat of
insolvency being known as at the date of your application under this
policy.
3. The financial failure of any travel agent, tour organiser, booking agent or
consolidator with whom You have booked a scheduled flight.
4. Any loss for which a third party is liable or which can be recovered by
M2
SECTION M2
END SUPPLIER FAILURE
(ONLY OPERATIVE IF INDICATED IN THE SCHEDULE)
Please note: Cover is only provided under this section if You have purchased a Platinum policy.
What You are covered for under section M2
We will pay up to the amount shown in the table of benefits for each Insured person named on the Invoice for:
»» Irrecoverable sums paid in advance in the event of insolvency of
the Scheduled Airline, Hotel, Train Operator including Eurostar, Car
Ferries; Villas abroad & Cottages in the UK; Coach Operator, Car Hire
Company, Caravan Site, Campsite, Mobile Home, Camper Rental,
Safaris; Excursions; Eurotunnel; Theme Park such as Disney Land
Paris all known as the End Supplier of the travel arrangements not
forming part of an inclusive holiday prior to departure; or
»» In the event of insolvency after departure:
i) additional pro rata costs incurred by You in replacing that part
of the travel arrangements to a similar standard of transportation
as enjoyed prior to the curtailment of the travel arrangements;
or
ii) if curtailment of the holiday is unavoidable - the cost of return
transportation to the United Kingdom, Channel Islands, Isle of
Man or Northern Ireland to a similar standard of transportation
as enjoyed prior to the curtailment of the travel arrangements.
PROVIDED THAT in the case of i) and ii) above where practicable You have
obtained our approval prior to incurring the relevant costs by contacting us
as set out below.
What You are not covered for under section M2
1. Travel and Accommodation not booked within the United Kingdom,
Channel Islands, Isle of Man or Northern Ireland prior to departure.
2. The Financial Failure of:
a) any Travel or Accommodation provider in Chapter 11 or any threat
of insolvency being known at the date of your application under this
policy;
b) any Travel or Accommodation provider who is bonded or insured
elsewhere (even if the bond is insufficient to meet the claim);
c) any travel agent, tour organiser, booking agent or consolidator with
whom You have booked travel or accommodation.
3. Any loss for which a third party is liable or which can be recovered by
other legal means.
4. Any losses which are not directly associated with the incident that
caused You to claim. For example, loss due to being unable to reach your
pre booked hotel following the financial failure of an airline.
Please also refer to the What is not covered shown on page 16 of this
policy wording for details of what is not covered.
How to make a claim under sections M1 and M2
International Passenger Protection claims only - Any occurrence which may
give rise to a claim under this section should be advised advised promptly
and in any event within 14 days to:
other legal means.
5. Any losses which are not directly associated with the incident that caused
You to claim. For example, loss due to being unable to reach a pre booked
hotel, villa, car hire or cruise following the financial failure of an airline.
Please also refer to the What is not covered shown on page 16 of this
policy wording for details of what is not covered.
International Passenger Protection Claims Office
IPP House
22-26 Station Road
West Wickham, Kent, BR4 0PR , United Kingdom
Website: www.ipplondon.co.uk
E-mail: [email protected]
Facsimile: +44 (0)20 8776 3751
Phone: +44 (0)20 8776 3752
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IPP will only accept claims submitted up to six months after the failure. Any
claims submitted after the six month period will NOT be processed. For
claims under all other sections of this policy, please see the Claims conditions section on page 14.
How to make a complaint under sections M1 and M2
If you have a complaint, we really want to hear from you. We welcome your
comments as they give us the opportunity to put things right and improve
our service to you.
SECTIONS N, O, P, Q, R AND S
WINTER SPORTS
(ONLY OPERATIVE IF INDICATED IN THE SCHEDULE)
Cover for sections N, O, P, Q, R and S only operates:1. Under single trip policies - if the appropriate winter sports section is
shown as operative in the schedule and the appropriate additional premium
has been paid.
Please telephone us on: (020) 8776 3750.
Or write to:
The Customer Services Manager
International Passenger Protection Limited,
IPP House, 22-26 Station Road,
West Wickham,
Kent BR4 0PR
Fax: (020) 8776 3751
Email: [email protected]
Please make sure that you quote the policy number which can be found on
your policy statement.
It is our policy to acknowledge any complaint within 5 working days advising you of who is dealing with your concerns and attempt to address them.
We will provide you with a written response outlining our detailed response
to your complaint within two weeks of receipt of the complaint. If our investigations are ongoing we will write to you, at that time, and outline why we
are not in a position to provide you with a written response and explain to
you that you are able, at that time, to ask Lloyd’s Complaints Team to review
the complaint. In any event, you will receive either our written response or
an explanation as to why we are not in a position to provide one within four
weeks of receipt of your complaint.
Having followed the above procedure, if you are not satisfied with the
response you may write to:
Complaints Team
Lloyd’s
One Lime Street
London EC3N 7HA
Email: [email protected]
More information can be found on their website
– www.lloyds.com/complaints
Again, if you are not satisfied with the response you receive from Lloyd’s or
we have failed to provide you with a written response with eight weeks of
the date of receipt of your complaint, you may have the right to contact the
Financial Ombudsman Service at the following address (if you are an Eligible
Complainant as set out in the definition below)
The Financial Ombudsman Service,
Exchange Tower,
London.
E14 9SR
Telephone: 0800 023 4567 or 0300 123 9123
Email: [email protected]
More information can be found of their website
– www.financial-ombudsman.org.uk
Making a complaint will not affect your right to take legal action.
2. Under annual multi trip policies - for a period no more than 28 days in
total in each period of insurance, providing the appropriate winter sports
section is shown as operative in the schedule and the appropriate additional
premium has been paid.
N
SECTION N
SKI EQUIPMENT
(ONLY OPERATIVE IF INDICATED IN THE SCHEDULE)
What is covered
We will pay you up to the amount shown on the schedule of benefits for
the accidental loss of, theft of or damage to your own ski equipment or up
to the amount shown for hired ski equipment. The amount payable in the
event of a total loss, will be the value at today’s prices less a deduction for
wear, tear and depreciation (loss of value - calculated from the table below),
or we may replace, reinstate or repair the lost or damaged ski equipment.
Age of ski equipment
Amount payable
Less than 1 year old
90% of value
Over 1 year old
70% of value
Over 2 years old
50% of value
Over 3 years old
30% of value
Over 4 years old
20% of value
Over 5 years old
No payment
The maximum we will pay for any one article, pair or set of articles is the
amount payable calculated from the table above up to the amount shown
on the schedule of benefits whichever is the less.
Special conditions relating to claims
1. You must report to the local Police in the country where the incident
occurred within 24 hours of discovery or as soon as possible after that and
get a written report (at your own expense) of the loss, theft or attempted
theft of all ski equipment.
2. If ski equipment is lost, stolen or damaged while in the care of a carrier,
transport company, authority, hotel or your accommodation provider you
must report details of the loss, theft or damage to them in writing and get
(at your own expense) written confirmation.
3. If ski equipment is lost, stolen or damaged whilst in the care of an airline
you must give formal written notice of the claim to the airline, within the
time limit set out in their conditions of carriage (please keep a copy).
Definition of an Eligible Complainant
1. A Consumer – Any natural person acting for purposes outside his trade,
business or profession.
2. A Micro-Enterprise – An enterprise which employs fewer than 10 persons
and has a turnover or annual balance sheet that does not exceed €2 million
3. A Charity – Which has an annual income of less than £1 million at the
time the complaint is made
4. A Trustee – Of a trust which has a net asset value of less than £1 million at
the time the complaint is made.
What is not covered
1. The excess as shown in the schedule of benefits for each and every claim,
per incident claimed for, under this section by each insured person unless
the excess waiver has been purchased as detailed in your policy schedule.
2. Loss, theft of or damage to ski equipment contained in or stolen from an
unattended vehicle:
DIRECT 1/10/2015 v1.1
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a) overnight between 9 pm and 9 am (local time) or
b) at any time between 9 am and 9 pm (local time) unless:
i) it is locked out of sight in a secure baggage area and
ii) Violent and Forcible Entry has been used by an unauthorised person
to gain entry into the vehicle and evidence of this entry is available.
3. Loss or damage due to delay, confiscation or detention by customs or any
other authority.
4. Loss or damage caused by wear and tear, depreciation (loss in value),
atmospheric or climatic conditions, moth, vermin, any process of cleaning
repairing or restoring, mechanical or electrical breakdown.
5. Anything mentioned in What is not covered applicable to all sections of
the policy.
What is not covered
1. Loss, theft of or damage to ski equipment contained in an unattended
vehicle:
a) overnight between 9 pm and 9 am (local time) or
b) at any time between 9 am and 9 pm (local time) unless:
i) it is locked out of sight in a secure baggage area and
ii) Violent and Forcible Entry has been used by an unauthorised person
to gain entry into the vehicle and evidence of this entry is available.
2. Loss or damage due to delay, confiscation or detention by customs or any
other authority.
3. Loss or damage caused by wear and tear, depreciation (loss of value),
atmospheric or climatic conditions, moth, vermin, any process of cleaning
repairing or restoring, mechanical or electrical breakdown.
4. Anything mentioned in What is not covered applicable to all sections of
the policy.
Claims evidence
»» We will require (at your own expense) the following evidence where
relevant:
»» A police report from the local Police in the country where the incident occurred for all loss, theft or attempted theft.
»» A Property Irregularity Report from the airline or a letter from the
carrier where loss, theft or damage occurred in their custody.
»» A letter from your tour operator’s representative, hotel or accommodation provider where appropriate.
»» All travel tickets and tags for submission.
»» Proof of ownership such as an original receipt, valuation or bank or
credit card statements for items lost, stolen or damaged.
»» Repair report where applicable.
»» Details of any household, travel or other insurance under which you
could also claim.
To make a claim under this section please call +44 (0)20 8667 2465 Or
Register your claim online: www.rpclaims.com (Scheme Code: A00806)
O
SECTION O
SKI EQUIPMENT HIRE
(ONLY OPERATIVE IF INDICATED IN THE SCHEDULE)
Claims evidence
»» We will require (at your own expense) the following evidence where
relevant:
»» A police report from the local Police in the country where the incident occurred for all loss, theft or attempted theft.
»» A Property Irregularity Report from the airline or a letter from the
carrier where loss, theft or damage occurred in their custody.
»» A letter from your tour operator’s representative, hotel or accommodation provider where appropriate.
»» All travel tickets and tags for submission.
»» Proof of ownership such as an original receipt, valuation or bank or
credit card statements for items lost, stolen or damaged together
with receipts or bills detailing the costs incurred of hiring replacement ski equipment.
»» Details of any travel or other insurance under which you could also
claim.
P
SECTION P
SKI PACK
(ONLY OPERATIVE IF INDICATED IN THE SCHEDULE)
What is covered
What is covered
We will pay you up to the amount shown on the schedule of benefits for
the reasonable cost of hiring replacement ski equipment as a result of the
accidental loss of, theft of or damage to or temporary loss in transit for more
than 24 hours of your own ski equipment.
We will pay you:
Special conditions relating to claims
1. You must report to the local Police in the country where the incident occurred within 24 hours of discovery or as soon as possible after that and get
(at your own expense) a written report of the loss, theft or attempted theft
of your own ski equipment.
2. If ski equipment is lost, stolen or damaged while in the care of a carrier,
transport company, authority, hotel or your accommodation provider you
must report details of the loss, theft or damage to them in writing and get
(at your own expense) written confirmation.
3. If ski equipment is lost, stolen or damaged whilst in the care of an airline
you must give formal written notice of the claim to the airline within the
time limit set out in their conditions of carriage (please keep a copy).
a) Up to up to the amount shown on the schedule of benefits for the
unused portion of your ski pack (ski school fees, lift passes and hired ski
equipment) following your bodily injury, illness or disease.
b) Up to the amount shown on the schedule of benefits for the unused
portion of your lift pass if you lose it.
You can only claim under Section P – Ski pack or Section T – Travel disruption cover for the same event, not both.
Special conditions relating to claims
1. You must provide (at your own expense) written confirmation to us from
a medical practitioner that the bodily injury, illness or disease prevented
you from using your ski pack.
What is not covered
1. Anything mentioned in What is not covered applicable to all sections of
the policy.
DIRECT 1/10/2015 v1.1
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Claims evidence
We will require (at your own expense) the following evidence where relevant:
»» A medical certificate from the treating medical practitioner explaining why you were unable to use your ski pack.
»» Details of any travel or other insurance under which you could also
claim.
To make a claim under this section please call +44 (0)20 8667 2465 Or
Register your claim online: www.rpclaims.com (Scheme Code: A00806)
Q
SECTION Q
PISTE CLOSURE
(ONLY OPERATIVE IF INDICATED IN THE SCHEDULE)
R
SECTION R
AVALANCHE OR LANDSLIDE COVER (ONLY
OPERATIVE IF INDICATED IN THE SCHEDULE)
What is covered
We will pay you up to the amount shown in the schedule of benefits for
reasonable additional accommodation (room only) and travel expenses necessarily incurred in reaching your booked resort or returning home if you
are delayed for more than 12 hours by avalanche or landslide. The cover only
applies to trips taken outside the United Kingdom during the published ski
season for your resort.
Special conditions relating to claims
What is covered
1. You must get (at your own expense) written confirmation from the relevant authority or your tour operator’s representative confirming the event.
We will pay you up to the amount shown in the schedule of benefits for
transport costs necessarily incurred by you, to travel to and from an alternative site if either lack of or excess snow, or an avalanche results in the skiing
facilities (excluding cross-country skiing) in your resort being closed and it is
not possible to ski.
What is not covered
The cover only applies:
a) To the resort which you have pre-booked for a period more than 12 hours
and for as long as these conditions continue at the resort, but not more than
the pre-booked period of your trip and
b) To trips taken outside the United Kingdom during the published ski
season for your resort.
If no alternative sites are available, we will pay you compensation for each
day you are unable able to ski up to the maximum amount detailed in your
schedule of benefits.
Special conditions relating to claims
1. You must get (at your own expense) written confirmation from the relevant authority, ski lift operator or your tour operator’s representative of the
number of days skiing facilities were closed in your resort and the reason for
the closure.
What is not covered
1. Any circumstances where transport costs, compensation or alternative
skiing facilities are provided to you.
2. The closure or impending closure of the skiing facilities in your resort
existing or being publicly announced by the date you purchased this insurance or at the time of booking any trip.
3. Anything mentioned in What is not covered applicable to all sections of
the policy.
Claims evidence
We will require (at your own expense) the following evidence where relevant:
»»
»» A letter from the relevant authority, ski lift operator or your tour
operator’s representative of the number of days skiing facilities were
closed in your resort and the reason for the closure.
»» Receipts or bills for any transport costs claimed for.
»» Details of any travel or other insurance under which you could also
claim.
To make a claim under this section please call +44 (0)20 8667 2465 Or
Register your claim online: www.rpclaims.com (Scheme Code: A00806)
1. Anything mentioned in What is not covered applicable to all sections of
the policy.
Claims evidence
We will require (at your own expense) the following evidence where relevant:
»» A letter from the relevant authority or your tour operator’s representative confirming details of the avalanche or landslide that
caused the delay and the period of delay.
»» Receipts or bills for any accommodation and travel expenses claimed
for.
»» Details of any travel or other insurance under which you could also
claim.
To make a claim under this section please call +44 (0)20 8667 2465 Or
Register your claim online: www.rpclaims.com (Scheme Code: A00806)
S
SECTION S
PHYSIOTHERAPY IN THE UNITED KINGDOM (ONLY
OPERATIVE IF INDICATED IN THE SCHEDULE)
What is covered
We will pay you up to the amount shown in the schedule of benefits for
expenses necessarily incurred for a qualified physiotherapist to continue
your physiotherapy treatment upon return to your home, as a result of your
unforeseen bodily injury sustained whilst taking part in a winter sports
activity during your trip.
Special conditions relating to claims
1. You must obtain (at your own expense) written confirmation from the
treating medical practitioner details of the bodily injury you sustained
during your trip and that this bodily injury requires continuation of physiotherapy treatment upon your return to your home area.
What is not covered
1. Any subsequent costs incurred as a result of your injury following your return to your home area that does not constitute as physiotherapy, including
but not limited to any private medical, surgical, hospital, ambulance, doctor
or nursing fees.
2. Any expenses which are not usual, reasonable or customary to treat your
bodily injury including any treatment or services provided by a health or
holistic spa.
3. Anything mentioned in What is not covered applicable to all sections of
the policy.
DIRECT 1/10/2015 v1.1
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Claims evidence
We will require (at your own expense) the following evidence where relevant:
»» Written confirmation from the treating physiotherapist confirming
the bodily injury you sustained and the continuation of treatment
provided
»» Receipts or bills for all physiotherapy treatment received.
»» Details of any travel or other insurance under which you could also
claim.
To make a claim under this section please call +44 (0)20 8667 2465 Or
Register your claim online: www.rpclaims.com (Scheme Code: A00806)
T
SECTION T
TRAVEL DISRUPTION COVER
(ONLY OPERATIVE IF INDICATED IN THE SCHEDULE)
What is covered
Before you reach your destination
1. We will pay you for your proportion only of any unused travel, accommodation and other pre-paid charges that you cannot claim back from any
other source if you cannot travel and have to cancel your trip as a result of:
a) The public transport on which you were booked to travel from your
home area being cancelled or delayed for at least 12 hours from the
scheduled time of departure (but not including your unused travel costs
where the cancellation or delay is caused by the insolvency of the public
transport operator); or
b) You being involuntarily denied boarding (because there are too many
passengers for the seats available) and no suitable alternative flight could
be provided within 12 hours; or
c) The Travel Advice Unit of the Foreign & Commonwealth Office (FCO) or
other regulatory authority in a country to/from which you are travelling
advising against all travel or all but essential travel to the country or specific area you are travelling to providing the advice came into force after
you purchased this insurance or booked the trip (whichever is the later)
and was within 28 days of your departure date; or
d) The insolvency of the accommodation providers or their booking
agents, fire, flood, earthquake, explosion, volcanic eruption and/or volcanic ash clouds, tsunami, landslide, avalanche, hurricane, storm, civil commotion and/or civil unrest not assuming the proportions of or amounting
to an uprising or an outbreak of food poisoning or an infectious disease
meaning you cannot use your booked accommodation; or
e) The accidental loss of, theft of or damage to your passport and/or
visa prior to or after leaving your home to commence the trip and no
replacement could be obtained within 12 hours of the scheduled time of
departure to allow you to make alternative travel arrangements.
2. We will pay you up to the amount shown in the schedule of benefits for
your proportion only of any reasonable additional travel (including up to
the limit detailed for taxis and hire cars) and accommodation costs which
are of a similar standard to that of your pre-booked travel and accommodation (but on a room only basis) that you cannot claim back from any
other source if you have to make alternative arrangements to reach your
destination (or in the case of a cruise to join your ship at the next possible
port of call) as a result of:
a) The public transport on which you were booked to travel from your
home area being cancelled or delayed for at least 12 hours from the
scheduled time of departure (but not including your additional travel
costs where the cancellation or delay is caused by the insolvency of the
public transport operator), or being diverted or re-directed after takeoff; or
b) You being involuntarily denied boarding (because there are too many
passengers for the seats available) and no suitable alternative flight could
be provided within 12 hours; or
c) You being denied boarding on the public transport on which you
were booked to travel from your home area as a result of the accidental
loss of, theft of or damage to your passport and/or visa and no replacement could be obtained until after the scheduled time of departure up to
the amount shown in the schedule of benefits.
3. If the public transport on which you were booked to travel from your
home area (including any onward connecting public transport) is cancelled or delayed for at least 12 hours we will pay you up to the amount
shown in the schedule of benefits for the first 12 hours delay and each full
12 hours delay after that up to the maximum of the amount shown in the
schedule of benefits providing you eventually continue the trip (this will
help you pay for telephone calls made and meals and refreshments purchased during the delay).
4. We will pay you up to the amount shown in the schedule of benefits for
your proportion only of any unused travel, accommodation and other prepaid charges that you cannot claim back from any other source if you fail to:
a) arrive at the departure point in the United Kingdom in time to board
the public transport on which you are booked to travel on for the initial
international outbound leg of the trip; or
b) reach your final destination in the case of a trip solely within the United Kingdom as a result of any of the following events:
i. the failure of other public transport; or
ii. an accident to or breakdown of the vehicle in which you are travelling; or
iii. an accident or breakdown happening ahead of you on a public road
which causes an unexpected delay to the vehicle in which you are
travelling; or
iv. strike or industrial action; or
v. adverse weather conditions preventing you from leaving your home,
travelling by road, rail or any other means to your final destination, or
reaching the international departure point or your final destination in
the United Kingdom because they are inaccessible due to the weather
conditions
and despite making or attempting to make alternative arrangements to
reach your destination, you choose to cancel your trip before departure from the United Kingdom (or before reaching your destination
in the case of a trip solely within the United Kingdom), because no
suitable alternative public transport or other transport facilities could
be provided in time to enable you to safely continue with at least 50%
of your booked trip.
5. We will pay you up to the amount shown in the schedule of benefits for
your reasonable additional travel (including up to £200 for taxis and hire
cars) and accommodation costs which are of a similar standard to that of
your pre-booked travel and accommodation (but on a room only basis) you
have to pay to reach your overseas destination (or in the case of a cruise to
join your ship at the next possible port of call) that you cannot claim back
from any other source if you fail to arrive at the departure point in time to
board any onward connecting public transport on which you are booked
to travel as a result of:
a) The failure of other public transport; or
b) Strike, industrial action or adverse weather conditions; or
c) You being involuntarily denied boarding (because there are too many
passengers for the seats available) and no other suitable alternative flight
could be provided within 12 hours.
DIRECT 1/10/2015 v1.1
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While you are at your destination
6. We will pay you up to the amount shown in the schedule of benefits
for your proportion only of any unused travel, accommodation and other
pre-paid charges that you cannot claim back from any other source together
with any reasonable additional travel (including up to £200 for taxis and hire
cars) and accommodation costs which are of a similar standard to that of
your pre-booked travel and accommodation (for example full or half board,
all inclusive, bed and breakfast, self- catering or room only) if you have to:
a) Move to other accommodation at any point during your trip as a
result of the insolvency of the accommodation providers or their booking
agents, fire, flood, earthquake, explosion, volcanic eruption and/or volcanic ash clouds, tsunami, landslide, avalanche, hurricane, storm, civil commotion and/or civil unrest not assuming the proportions of or amounting
to an uprising or an outbreak of food poisoning or an infectious disease
meaning you cannot use your booked accommodation; or
b) Curtail your trip with prior authorisation of the Emergency Medical
Assistance Service as a result of the insolvency of the accommodation
providers or their booking agents, fire, flood, earthquake, explosion, volcanic eruption and/or volcanic ash clouds, tsunami, landslide, avalanche,
hurricane, storm, civil commotion and/or civil unrest not assuming
the proportions of or amounting to an uprising or an outbreak of food
poisoning or an infectious disease meaning you cannot use your booked
accommodation and you need to be repatriated to your home; or
c) Curtail your trip with prior authorisation of the Emergency Medical
Assistance Service as a result of the Travel Advice Unit of the Foreign &
Commonwealth Office (FCO) or other regulatory authority in the country
you are in recommending evacuation from the country or specific area
you have travelled to providing the advice came into force after you left
your home area to commence the trip; or
d) Curtail your trip with prior authorisation of the Emergency Medical
Assistance Service as a result of the accidental loss of, theft of or damage
to your passport and/or visa which meant that you could not continue
with your planned itinerary and/or were denied boarding on the public
transport on which you were booked to travel, or in the case of a cruise
ship stay.
On the way home
7. We will pay you up to the amount shown in the schedule of benefits for
your proportion only of any reasonable additional travel (including up to
£200 for taxis and hire cars) and accommodation costs which are of a similar
standard to that of your pre-booked travel and accommodation (for example full or half board, all inclusive, bed and breakfast, self- catering or room
only) that you cannot claim back from any other source if you have to make
alternative arrangements to return to your home or stay longer outside of
your home area as a result of:
a) The public transport on which you were booked to travel to your
home area (including any onward connecting public transport) being
cancelled or delayed for at least 12 hours from the scheduled time
of departure (but not including your unused travel costs where the
cancellation or delay is caused by the insolvency of the public transport
operator), or being diverted or re-directed after take-off; or
b) You being involuntarily denied boarding (because there are too many
passengers for the seats available) and no suitable alternative flight could
be provided within 12 hours; or
c) You being denied boarding on the public transport on which you
were booked to travel to your home area (including any onward
connecting public transport) as a result of the accidental loss of, theft
of or damage to your passport and/or visa and either the temporary
replacement you obtained was not accepted or no replacement could be
obtained until after the scheduled time of departure up to the amount
shown in the schedule of benefits.
8. If the public transport on which you were booked to travel to your
home area (including any onward connecting public transport) is cancelled or delayed for at least 12 hours we will pay you up to the amount
shown in the schedule of benefits for the first 12 hours delay and each full
12 hours delay after that up to the maximum of the amount shown in the
schedule of benefits providing you return to your home on the next available suitable public transport (this will help you pay for telephone calls
made and meals and refreshments purchased during the delay).
9. We will pay you up to the amount shown in the schedule of benefits for
your reasonable additional travel (including up to £200 for taxis and hire
cars) and accommodation costs which are of a similar standard to that of
your pre-booked travel and accommodation (but on a room only basis) you
have to pay to return to your home that you cannot claim back from any
other source if you fail to arrive at the departure point in time to board any
onward connecting public transport on which you are booked to travel
including those within the United Kingdom as a result of:
a) The failure of other public transport; or
b) Strike, industrial action or adverse weather conditions; or
c) You being involuntarily denied boarding (because there are too many
passengers for the seats available) and no other suitable alternative flight
could be provided within 12 hours.
You can only claim under one of either Section T – Travel disruption cover,
Section H – Delayed departure, Section I – Missed departure or Section P –
Ski pack for the same event.
Special conditions relating to claims
1. If you fail to notify the travel agent, tour operator, public transport operator (or their handling agents), or provider of transport or accommodation
(or their booking agents) as soon as you find out it is necessary to cancel the
trip the amount we will pay will be limited to the cancellation charges that
would have applied otherwise.
2. You must get (at your own expense) written confirmation or other
evidence from the provider of the accommodation, their booking agents (or
the administrators of either), the local Police or relevant authority that you
could not use your accommodation and the reason for this.
3. You must give notice as soon as possible to the Emergency Medical Assistance Service of any circumstances making it necessary for you to return
home and before any arrangements are made for your repatriation.
4. You must check in according to the itinerary supplied to you unless your
tour operator, the public transport operator (or their handling agents) have
requested you not to travel to the departure point.
5. You must allow enough time for the public transport or other transport
to arrive on schedule and to deliver you to the departure point.
6. You must get (at your own expense) written confirmation or other evidence from the public transport operator (or their handling agents) of the
cancellation, number of hours of delay or being denied boarding and the
reason for these together with details of any alternative transport offered.
7. You must comply with the terms of contract of the public transport operator (or their booking agents) and seek financial compensation, assistance
or a refund of your ticket from them in accordance with such terms and/or
(where applicable) your rights under EU Air Passenger Rights legislation in
the event of denied boarding, cancellation or long delay of flights.
Whether you have booked a package holiday or just a flight, compensation will normally be available to you from financial protection schemes
arranged or overseen by the Civil Aviation Authority (CAA) such as the Air
Travel Organisers’ Licensing (ATOL) scheme and Flight-Only and Flight-Plus
Arrangements, or by way of a bond held by a trade association such as the
Association of British Travel Agents (ABTA) scheme if your package holiday
does not include a flight.
DIRECT 1/10/2015 v1.1
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8. Where applicable you must get (at your own expense) written confirmation or other evidence from the public transport operator (or their handling
agents) and/or provider of accommodation or their booking agents (or the
administrators of either) that compensation, assistance or reimbursement of
any costs, charges and expenses incurred by you will not be provided and
the reason for this.
9. You must report to the local Police in the country where the incident occurred within 24 hours of discovery or as soon as possible after that and get
(at your own expense) a written report of the loss, theft or attempted theft
of your passport or visa.
10. If your passport or visa is lost, stolen or damaged while in the care of a
hotel or your accommodation provider you must report details of the loss,
theft or damage to them in writing and get (at your own expense) written
confirmation. Keep all travel tickets and tags for submission if a claim is to be
made under this policy.
What is not covered
1. The excess as shown in the schedule of benefits for each and every claim,
per incident claimed for, under this section by each insured person unless
the excess waiver has been purchased as detailed in your policy schedule
(except claims under subsections 3. and 8. of What is covered).
2. Claims arising within the first 7 days after you purchased this insurance
or the date you booked any trip (whichever is the later) which relate to an
event which was occurring or you were aware could occur at the time you
purchased this insurance or booked the trip (whichever is the later).
3. Claims arising directly or indirectly from:
a) Strike, industrial action or the Travel Advice Unit of the Foreign & Commonwealth Office (FCO) or other regulatory authority issuing a directive
prohibiting all travel or all but essential travel to the country or specific
area or event to which you were travelling, existing or being publicly
announced by the date you purchased this insurance or booked the trip
(whichever is the later).
b) An accident to or breakdown of the vehicle in which you are travelling
when a repairers report or other evidence is not provided.
c) Breakdown of any vehicle owned by you which has not been serviced
properly and maintained in accordance with manufacturer’s instructions.
d) An aircraft or sea vessel being withdrawn from service (temporary or
otherwise) on the recommendation or the Civil Aviation Authority, Port
Authority or any similar body in any country.
e) Denied boarding due to your drug use, alcohol or solvent abuse or
your passport, visa or other documentation required by the public transport operator or their handling agents was invalid.
f ) The accidental loss of, theft of or damage to your passport or visa if left
unattended at any time (including in a vehicle, in checked in luggage or
while in the custody of a carrier, tour operator or public transport operator) unless deposited in a hotel safe, safety deposit box or left in your
locked accommodation.
9. Any costs incurred by you which are recoverable from the providers of the
accommodation, their booking agents (or the administrators of either) or for
which you receive or are expected to receive compensation or reimbursement.
10. Any costs incurred by you which are recoverable from the public transport operator or their booking agents, Your tour operator or travel agent
(or their administrators), or for which you receive or are expected to receive
compensation, damages, refund of tickets, meals, refreshments, accommodation, transfers, communication facilities or other assistance.
11. Your unused and/or additional travel costs where the cancellation or
delay is caused by the insolvency of the public transport operator.
12. Any costs incurred by you which are recoverable from your credit/debit
card provider or for which you receive or are expected to receive compensation or re-imbursement.
13. Any travel and accommodation costs, charges and expenses where the
public transport operator (or their handling agents) has offered reasonable
alternative travel arrangements within 12 hours of the scheduled time of
departure.
14. Any costs for normal day to day living such as food and drink which you
would have expected to pay during your trip (except as provided for under
subsections 6. and 7. of What is covered where you have to move to other
accommodation or stay longer outside of your home area).
15. For subsection 4. only of What is covered, your reluctance to travel or
make or attempt to make alternative arrangements to reach your destination where reasonable alternative travel facilities were available and no
severe weather warnings for the area concerned or notices of road closures
on your planned route had been issued.
16. Any cost if your trip was booked as part of a package holiday except
under:
a) subsections 3 and 8 of What is covered; or
b) subsections 1 and 7 of What is covered for any cost relating to pre-paid
charges which do not form part of your package holiday; or
c) subsections 1, 2, 4, and 5 of What is covered if you failed to reach your
overseas destination to commence the package holiday due to an event
covered under this section and because of this you were not entitled to
claim compensation, assistance or reimbursement of any costs, charges
and expenses incurred by you from the tour operator .
17. The cost of your unused original tickets where:
a) the Emergency Medical Assistance Service or we have arranged and/or
paid for you to come home following curtailment of the trip, or
b) we have paid you for any reasonable alternative and/or additional travel costs incurred by you to come home following curtailment of the trip.
If however you have not purchased a return ticket, we reserve the right to
deduct the cost of an economy flight (based on the cost applicable on the
date you come home) from any additional costs we have incurred which
are medically necessary to repatriate you to your home.
4. Any claims arising whilst you are on a day-trip.
5. The cost of Air Passenger Duty (APD) whether irrecoverable or not.
6. Travel tickets paid for using any airline mileage or supermarket reward
scheme (for example Avios), unless evidence of specific monetary value can
be provided.
7. We will only consider the unused pre-paid expenses of a person who is
insured under this policy. For example, if you are travelling with someone
who is not insured under this policy we will only pay your proportion of the
costs not theirs, regardless who has paid for the booking.
8. Accommodation costs paid for using any Timeshare, Holiday Property
Bond or other holiday points scheme. In addition any property maintenance
costs or fees incurred by you as part of your involvement in such schemes
are not covered.
18. Anything mentioned in What is not covered applicable to all sections of
the policy.
Claims evidence
We will require (at your own expense) the following evidence where relevant:
»» A copy of the advice against all travel or all but essential travel issued
by the Foreign & Commonwealth office (FCO) or other regulatory
authority.
»» A letter from the public transport provider detailing the reasons for
failure.
DIRECT 1/10/2015 v1.1
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»» A letter from the relevant public transport provider, carrier or authority confirming details of the strike or industrial action.
»» In the case of adverse weather conditions a report from the Met Office, public transport provider, carrier or authority, relevant highway
agency, local authority, local radio station or newspaper confirming
details of the adverse weather conditions and if road closures on
your planned route were made and/or red or amber severe weather
warnings issued for the area concerned
»» In the case of cancellation or curtailment claims, your booking
confirmation together with written details (such as a cancellation
invoice) from your travel agent, tour operator, provider of transport/
accommodation (or their booking agents) of the separate costs of
»» transport, accommodation, Air Passenger Duty (APD), taxes, duties,
surcharges and other pre-paid costs or charges that made up the
total cost of the trip.
»» Your unused travel tickets.
»» Written confirmation from your public transport operator (or their
handling agents) of the cancellation, number of hours delay or
denied boarding and the reason for these together with confirmation of your check in times and details of any alternative transport
offered.
»» Written confirmation from the company providing the accommodation or their booking agents (or the administrators of either),
the local police or relevant authority that you could not use your
accommodation and the reason for this.
»» Receipts or bills for any transport, accommodation or other costs,
charges or expenses claimed for.
»» Written confirmation from the provider of transport/accommodation
or your tour operator that compensation, assistance or reimbursement of any costs, charges and expenses incurred by you will not be
provided and the reason for this.
»» In the case of an accident to or breakdown of the vehicle in which
you are travelling a repairers or breakdown company’s report or other evidence from the relevant highway authority or local authority.
»» In the case of the breakdown of any vehicle owned by you a copy of
the last service report confirming that the vehicle has been serviced
properly and maintained in accordance with the manufacturer’s
instructions.
»» Details of any travel or other insurance under which you could also
claim.
To make a claim under this section please call +44 (0)20 8667 2465 Or
Register your claim online: www.rpclaims.com (Scheme Code: A00806)
For curtailment and/or repatriation claims +44 (0) 2920 474139
U
SECTION U
GOLF COVER
(ONLY OPERATIVE IF INDICATED IN THE SCHEDULE)
This extension to the policy provides the following amendments to the
insurance, specifically for any golfing trips taken by you:
1. Up to the amount shown in the schedule of benefits for the accidental
loss of, theft of or damage to golf equipment. The amount payable will be
the value at today’s prices, less a deduction for wear, tear and depreciation
(loss of value), or we may replace, reinstate or repair the lost or damaged
golf equipment.
2. Up to the amount shown in the schedule of benefits for the emergency
replacement of golf equipment if your golf equipment is temporarily lost in
transit during the outward journey and not returned to you within 12 hours,
as long as we receive written confirmation from the carrier, confirming the
number of hours the golf equipment was delayed.
If the loss is permanent, we will deduct the amount already paid from the
final amount to be paid under this section.
3. Up to the amount shown in the schedule of benefits for the reasonable
cost of hiring replacement golf equipment as a result of the accidental loss
of, theft of or damage to, or temporary loss in transit during the outward
journey for more than 24 hours of your own golf equipment, as long as we
receive written confirmation from the carrier, confirming the number of
hours the golf equipment was delayed.
Liability for golf buggies whilst in use
What is covered
In addition to the cover provided under Section G – Personal liability, we will
pay you and each insured person up to the amount shown in the schedule
of benefits (including legal costs and expenses) against any amount you become legally liable to pay as compensation for any claim or series of claims
arising from any one event or source of original cause for accidental:
1. Bodily injury, death, illness or disease to any person who is not in your
employment or who is not a close relative or member of your household or
2. Loss of or damage to property that does not belong to and is neither in
the charge of or under the control of you, a close relative, anyone in your
employment or any member of your household arising from your ownership, possession or use of a golf buggy.
Special conditions relating to claims
1. You must get (at your own expense) a medical certificate from a medical
practitioner and the prior approval of the Emergency Medical Assistance
Service to confirm the necessity to return home prior to curtailment of the
trip due to death, bodily injury, illness or disease.
2. If you fail to notify the travel agent, tour operator or golf club as soon as
you find out it is necessary to cancel the trip, the amount we will pay will be
limited to the cancellation charges that would have otherwise applied.
3. If you cancel the trip due to:
Loss of green fees
In addition to the cover provided under Section A – Cancellation or curtailment charges, we will pay you up to the amount shown in the schedule of
benefits per day, up to the maximum amount detailed for any irrecoverable
unused green fees which you have paid or are contracted to pay if
a) cancellation of the trip is necessary and unavoidable or
b) the trip is curtailed before completion
as a result of any of the events detailed under What is covered in Section A –
Cancellation or curtailment charges occurring.
Golf equipment cover
What is covered
In addition to the cover provided under Section E – Baggage, we will pay
you:
a) stress, anxiety, depression or any other mental or nervous disorder that
you are suffering from you must provide (at your own expense) a medical
certificate from either a registered mental health professional if you are
under the care of a Community Mental Health Team or if not, a consultant
specialising in the relevant field or
b) any other bodily injury, illness, disease or complications arising as a
direct result of pregnancy, you must provide (at your own expense) a
medical certificate from a medical practitioner stating that this necessarily and reasonably prevented you from travelling. We need the medical
certificate completed as soon as you find out it is necessary to cancel
the trip, as any delay in seeing a medical practitioner could mean that
your symptoms are no longer present. If you cannot get an immediate
appointment, please make one for as early as possible and keep all details
of this to help substantiate your claim.
4. You must report to the local Police in the country where the incident
occurred within 24 hours of discovery or as soon as possible after that and
get (at your own expense) a written report of the loss, theft or attempted
theft of all golf equipment.
DIRECT 1/10/2015 v1.1
39
5. If golf equipment is lost, stolen or damaged while in the care of a carrier,
transport company, authority, hotel or your accommodation provider you
must report details of the loss, theft or damage to them in writing and get
(at your own expense) written confirmation.
6. If golf equipment is lost, stolen or damaged whilst in the care of an airline
you must give formal written notice of the claim to the airline within the
time limit contained in their conditions of carriage (please keep a copy).
»»
7. You must give us written notice of any incident, which may result in a
claim as soon as possible.
»»
8. You must send us every court claim form, summons, letter of claim or
other document as soon as you receive it.
9. You must not admit any liability or pay, offer to pay, promise to pay or
negotiate any claim without our permission in writing.
10. We will be entitled to take over and carry out in your name the defence
of any claims for compensation or damages or otherwise against any third
party. We shall have full discretion in the conduct of any negotiation or
proceedings or in the settlement of any claim and you must give us all
necessary information and assistance which we may require.
11. If you die, your legal representative(s) will have the protection of this
cover as long as they comply with the terms and conditions outlined in this
policy.
»»
»»
»»
»»
»»
»»
»»
»»
»»
»»
What is not covered
»»
1. The excess as shown in the schedule of benefits for each and every claim,
per incident claimed for, under this section by each insured person unless
the excess waiver has been purchased as detailed in your policy schedule.
»»
»»
2. Any claims arising directly or indirectly from:
»»
a) Your misconduct or misconduct by any person who you are travelling with or have arranged to travel with leading to dismissal, your/their
resignation, voluntary redundancy, you/them entering into a compromise
agreement, or where you/they had received a warning or notification of
redundancy before you purchased this insurance or at the time of booking
any trip.
»»
»»
»»
»»
b) Circumstances known to you before you purchased this insurance or at
the time of booking any trip which could reasonably have been expected to
lead to cancellation or curtailment of the trip.
3. Loss, theft of or damage to golf equipment contained in an unattended
vehicle
»»
the case of stress, anxiety, depression or any other mental or nervous
disorder, either a registered mental health professional if you are
under the care of a Community Mental Health Team or if not, a
consultant specialising in the relevant field) explaining why it was
necessary for you to cancel or Curtail the trip.
In the case of death causing cancellation or curtailment of the trip,
the original death certificate.
Booking confirmation together with a cancellation invoice from your
travel agent, tour operator or golf club.
In the case of curtailment claims, written details from your travel
agent, tour operator or golf club of the separate costs of green fees
that made up part of the total cost of the trip.
Your unused travel tickets.
Receipts or bills for any costs, charges or expenses claimed for.
In the case of compulsory quarantine a letter from the relevant
authority or the treating medical practitioner.
In the case of jury service or witness attendance the court summons.
The letter of redundancy for redundancy claims.
A letter from the commanding officer concerned, confirming cancellation of authorised leave or call up for operational reasons.
In the case of serious damage to your home a report from the police
or relevant authority. Where flooding or other damage is so widespread that the Police or other authorities could not be present, then
a report from your household insurers or the contractor engaged to
carry out repairs to your home.
A police report from the local Police in the country where the incident occurred for all loss, theft or attempted theft.
A Property Irregularity Report from the airline or a letter from the
carrier where loss, theft or damage occurred in their custody.
A letter from your tour operator’s representative, hotel or accommodation provider where appropriate.
All travel tickets and tags for submission.
Proof of ownership such as an original receipt, a valuation, original
user manual or bank or credit card statements for items lost, stolen
or damaged and for all items of golf equipment replaced if your
golf equipment is temporarily lost in transit for more than 12 hours.
Receipts or bills detailing the costs incurred in hiring replacement
golf equipment.
A letter from the carrier confirming the number of hours your golf
equipment was delayed for.
Repair report where applicable.
Full details in writing of any incident involving the use of a golf
buggy on a golf course.
Any court claim form, summons, letter of claim or other document
must be sent to us as soon as you receive it.
Details of any household, travel or other insurance under which you
could also claim.
To make a claim under this section please call +44 (0)20 8667 2465 Or
Register your claim online: www.rpclaims.com (Scheme Code: A00806)
a) overnight between 9 pm and 9 am (local time) or
b) at any time between 9 am and 9 pm (local time) unless:
i) it is locked out of sight in a secure baggage area and
ii) Violent and Forcible Entry has been used by an unauthorised person
to gain entry into the vehicle and evidence of such entry is available.
4. Loss or damage due to delay, confiscation or detention by customs or any
other authority.
5. Loss or damage caused by wear and tear, depreciation (loss in value),
atmospheric or climatic conditions, moth, vermin, any process of cleaning
repairing or restoring, mechanical or electrical breakdown.
6. Anything mentioned in What is not covered applicable to all sections of
the policy.
Claims evidence
We will require (at your own expense) the following evidence where relevant:
»» A medical certificate from the treating medical practitioner (or in
V
SECTION V
WEDDING/CIVIL PARTNERSHIP COVER
(ONLY OPERATIVE IF INDICATED IN THE SCHEDULE)
Special definitions relating to this section
You/your/insured person
-means each person travelling to be married or to enter into a civil partnership whose names appear in the policy schedule.
Insured Couple
-means the Couple travelling to be married or to enter into a civil partnership whose names appear in the policy schedule.
Wedding
-means the religious or civil ceremony at which the Couple become married
or register as civil partners of each other.
Wedding attire
-means dress, suits, shoes and other accessories bought specially for the
wedding and make-up, hair styling and flowers paid for or purchased for the
wedding, forming part of your baggage.
DIRECT 1/10/2015 v1.1
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What is covered
1. We will pay you up to the amount shown in the schedule of benefits for
the accidental loss of, theft of or damage to the following items detailed
below forming part of your baggage or valuables:
i) it is locked out of sight in a secure baggage area and
ii) Violent and Forcible Entry has been used by an unauthorised person
to gain entry into the vehicle and evidence of this entry is available.
5. Loss or damage due to delay, confiscation or detention by customs or any
other authority.
a) Wedding ring taken or purchased on the trip for each insured person
b) Wedding gifts (including up to £150 for bank notes and currency notes)
taken or purchased on the trip for the insured Couple
c) Wedding attire which is specifically to be worn by the insured Couple
on their wedding day.
The amount payable will be the value at today’s prices less a deduction for
wear, tear and depreciation (loss of value), or we may replace, reinstate or
repair the lost or damaged baggage and/or valuables.
2. We will pay the insured Couple up to the amount shown in the schedule
of benefits for the reasonable additional costs incurred to reprint/make a
copy of or retake the photographs/video recordings either at a later date
during the trip or at a venue in the United Kingdom if:
a) the professional photographer who was booked to take the photographs/video recordings on your wedding day is unable to fulfil their
obligations due to bodily injury, illness or unavoidable and unforeseen
transport problems, or
b) the photographs/video recordings of the wedding day taken by a
professional photographer are lost, stolen or damaged within 15 days
after the wedding day and whilst you are still at the holiday/honeymoon
location.
6. Loss, theft of or damage to unset precious stones, contact or corneal
lenses, hearing aids, dental or medical fittings, antiques, musical instruments, documents of any kind, bonds, securities, perishable goods (such
as foodstuffs), bicycles, ski equipment, golf equipment and damage to
suitcases (unless the suitcases are entirely unusable as a result of one single
incidence of damage).
7. Loss or damage due to cracking, scratching, breakage of or damage
to china, glass (other than glass in watch faces, cameras, binoculars or
telescopes), porcelain or other brittle or fragile articles unless caused by fire,
theft, or accident to the aircraft, sea vessel, train or vehicle in which they are
being carried.
8. Loss or damage due to breakage of sports equipment or damage to
sports clothing whilst in use.
9. Loss, theft of or damage to business equipment, business goods, samples,
tools of trade, motor accessories and other items used in connection with
your business, trade, profession or occupation.
10. Loss or damage caused by wear and tear, depreciation (loss of value),
variation in exchange rates, atmospheric or climatic conditions, moth, vermin, any process of cleaning repairing or restoring, mechanical or electrical
breakdown.
11. Anything mentioned in What is not covered applicable to all sections of
the policy.
You can only claim under one of either this section, Section E – baggage,
Section F – Personal money or Section W – Cruise cover for loss of, theft of
or damage to the items of baggage and/or valuables shown above arising
from the same event.
Claims evidence
Special conditions relating to claims
We will require (at your own expense) the following evidence where relevant:
1. You must report to the local Police in the country where the incident occurred within 24 hours of discovery or as soon as possible after that and get
(at your own expense) a written report of the loss, theft or attempted theft
of all baggage and/or valuables.
2. If baggage and/or valuables are lost, stolen or damaged while in the care
of a carrier, transport company, authority, hotel or your accommodation
provider you must report details of the loss, theft or damage to them in
writing and get (at your own expense) written confirmation.
3. If baggage is lost, stolen or damaged whilst in the care of an airline you
must give formal written notice of the claim to the airline, within the time
limit contained in their conditions of carriage (please keep a copy).
What is not covered
1. The excess as shown in the schedule of benefits for each and every claim,
per incident claimed for, under this section by each insured person unless
the excess waiver has been purchased as detailed in your policy schedule.
»» A police report from the local Police in the country where the incident occurred for all loss, damage, theft or attempted theft.
»» A Property Irregularity Report from the airline or a letter from the
carrier where loss, theft or damage occurred in their custody.
»» A letter from your tour operator’s representative, hotel or accommodation provider where appropriate.
»» All travel tickets and tags for submission.
»» Proof of ownership such as an original receipt, a valuation, original
user manual or bank or credit card statements.
»» Repair report where applicable.
»» A medical certificate from the treating medical practitioner or relevant transport provider or authority explaining why the professional
photographer was unable to fulfil his/her obligations.
»» Details of any household, travel or other insurance under which you
could also claim.
To make a claim under this section please call +44 (0)20 8667 2465 Or
Register your claim online: www.rpclaims.com (Scheme Code: A00806)
2. Loss, theft of or damage to valuables, bank notes and currency notes left
unattended at any time (including in a vehicle, in checked in luggage or
while in the custody of a carrier, tour operator or public transport operator)
unless deposited in a hotel safe, safety deposit box or left in your locked
accommodation.
3. Loss, theft or damage to gadgets. Claims for gadgets should be made
under section Y - Gadget cover.
4. Loss, theft of or damage to baggage contained in an unattended vehicle:
a) overnight between 9 pm and 9 am (local time) or
b) at any time between 9 am and 9 pm (local time) unless:
DIRECT 1/10/2015 v1.1
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W
SECTION W
CRUISE COVER
(ONLY OPERATIVE IF INDICATED IN THE SCHEDULE)
This extension to the policy provides the following amendments to the
insurance, specifically for any cruise taken by you.
Special definition relating to this section
Cruise
- means a trip involving a sea voyage of more than five days total duration,
where transportation and accommodation is primarily on an ocean going
passenger ship.
What is covered
1. Under Section E – baggage:
a) the baggage limit under paragraph 1. is increased to the amount
shown in the schedule of benefits under Section W – Cruise cover.
b) the maximum the we will pay for any article, pair or set of articles is
increased to the amount shown in the schedule of benefits under Section
W – Cruise cover.
c) the total for all valuables is increased to the amount shown in the
schedule of benefits under Section W – Cruise cover.
2. We will pay you up to the amount shown in the schedule of benefits for
each scheduled unused pre-paid shore trip missed, as a result of the ship on
which you are travelling being unable to dock at the scheduled destination.
You can only claim under one of either subsection 1. of What is covered,
Section E - baggage or Section V – Wedding/Civil partnership cover for the
accidental loss of, theft of or damage to any item of baggage and/or valuables arising from the same event.
Special conditions relating to claims
1. You must report to the local Police or Port Authority in the country where
the incident occurred (or where appropriate the ships purser or the cruise
operator’s representative) within 24 hours of discovery or as soon as possible
after that and get (at your own expense) a written report of the loss, theft or
attempted theft of all baggage and/or valuables.
2. If baggage and/or valuables are lost, stolen or damaged while in the care
of a carrier, transport company, authority, hotel or your accommodation
provider you must report details of the loss, theft or damage to them in
writing and get (at your own expense) written confirmation.
3. If baggage is lost, stolen or damaged whilst in the care of an airline you
must give formal written notice of the claim to the airline within the time
limit contained in their conditions of carriage (please keep a copy).
What is not covered
1. The excess as shown in the schedule of benefits for each and every claim,
per incident claimed for, under this section by each insured person unless
the excess waiver has been purchased as detailed in your policy schedule.
i) it is locked out of sight in a secure baggage area and
ii) Violent and Forcible Entry has been used by an unauthorised person
to gain entry into the vehicle and evidence of this entry is available.
4. Loss or damage due to delay, confiscation or detention by customs or any
other authority.
5. Loss, theft of or damage to unset precious stones, contact or corneal
lenses, hearing aids, dental or medical fittings, antiques, musical instruments, documents of any kind, bonds, securities, perishable goods (such
as foodstuffs), bicycles, ski equipment, golf equipment and damage to
suitcases (unless the suitcases are entirely unusable as a result of one single
incidence of damage).
6. Loss or damage due to cracking, scratching, breakage of or damage to china, glass (other than glass in watch faces, cameras, binoculars or telescopes),
porcelain or other brittle or fragile articles unless caused by fire, theft, or an
accident to the aircraft, sea vessel, train or vehicle in which they are being
carried.
7. Loss or damage due to breakage of sports equipment or damage to
sports clothing whilst in use.
8. Loss, theft of or damage to business equipment, business goods, samples,
tools of trade, motor accessories and other Items used in connection with
your business, trade, profession or occupation.
9. Loss or damage caused by wear and tear, depreciation (loss of value),atmospheric or climatic conditions, moth, vermin, any process of cleaning
repairing or restoring, mechanical or electrical breakdown.
10. Anything mentioned in What is not covered applicable to all sections of
the policy.
Claims evidence
We will require (at your own expense) the following evidence where relevant:
»» A police report from the local Police or Port Authority in the country
where the incident occurred (or where appropriate the ships purser
or the cruise operator’s representative) for all loss, theft or attempted
theft.
»» A Property Irregularity Report from the airline or a letter from the
carrier where loss, theft or damage occurred in their custody.
»» A letter from your cruise operator’s representative, hotel or accommodation provider where appropriate, including details of any
missed shore trip.
»» All travel tickets and tags for submission.
»» An original receipt, proof of ownership or valuations for items lost,
stolen or damaged.
»» Repair report where applicable.
»» Confirmation in writing from the ship’s doctor or other treating
medical practitioner of the dates when you were confined to your
cabin.
»» Details of any household, travel or other insurance under which you
could also claim.
To make a claim under this section please call +44 (0)20 8667 2465 Or
Register your claim online: www.rpclaims.com (Scheme Code: A00806)
2. Loss, theft of or damage to valuables left unattended at any time (including in a vehicle, in checked in luggage or while in the custody of a carrier,
tour operator or public transport operator) unless deposited in a hotel or
ship’s safe, safety deposit box or left in your locked cabin or other accommodation.
3. Loss, theft of or damage to baggage contained in an unattended vehicle:
a) overnight between 9 pm and 9 am (local time) or
b) at any time between 9 am and 9 pm (local time) unless:
DIRECT 1/10/2015 v1.1
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X
SECTION X
BUSINESS TRAVEL
(ONLY OPERATIVE IF INDICATED IN THE SCHEDULE)
This extension to the policy provides the following amendments to the
insurance specifically for any business trip made by you.
What is covered
1. In addition to the cover provided under Section E – baggage and passport, we will pay you up to the amount shown in the schedule of benefits
for the accidental loss of, theft of or damage to business equipment. The
amount payable will be the current market value, which takes into account a
deduction for wear, tear and depreciation (loss of value), or we may replace,
reinstate or repair the lost or damaged business equipment.
2. We will pay up to the amount shown in the schedule of benefits for
reasonable additional accommodation and travelling expenses incurred
in arranging for a colleague or business associate to take your place on a
pre-arranged business trip in the event that:
a) You die.
b) You are unable to make the business trip due to you being hospitalised or totally disabled as confirmed in writing by a medical practitioner.
c) Your close relative or close business associate in the United Kingdom
dies, is seriously injured or falls seriously ill.
Special conditions relating to claims
1. You must report to the local Police in the country where the incident occurred within 24 hours of discovery or as soon as possible after that and get
(at your own expense) a written report of the loss, theft or attempted theft
of all business equipment.
2. If business equipment is lost, stolen or damaged while in the care of a carrier, transport company, authority, hotel or your accommodation provider
you must report details of the loss, theft or damage to them in writing and
get (at your own expense) written confirmation.
3. If business equipment is lost, stolen or damaged whilst in the care of an
airline you must give formal written notice of the claim to the airline within
the time limit contained in their conditions of carriage (please keep a copy).
What is not covered
1. For subsection 1. of What is covered:
a) The excess as shown in the schedule of benefits for each and every
claim, per incident claimed for, under this section by each insured person
unless the excess waiver has been purchased as detailed in your policy
schedule.
b) Loss, theft of or damage to business equipment left unattended at any
time (including in a vehicle, or checked in luggage or while in the custody
of a carrier, tour operator, or public transport operator) unless deposited
in a hotel safe or safety deposit box or left in your locked accommodation.
f ) Loss or damage due to delay, confiscation or detention by customs or
any other authority.
g) Loss or damage caused by wear and tear, depreciation (loss of value),
atmospheric or climatic conditions, moth, vermin, any process of cleaning,
repairing or restoring, mechanical or electrical breakdown.
h) Loss of, theft of or damage to CD’s, DVD’s, films, tapes, cassettes, cartridges or discs other than for their value as unused materials unless purchased pre-recorded, when we will pay up to the makers latest list price.
2. For subsection 2. of What is covered:
a) Additional costs under subsection 2. b) of What is covered if you were
totally disabled, hospitalised or you were on a waiting list to go into
hospital at the time of arranging the business trip.
b) Additional costs under subsections 2. b) and c) of What is covered if
you were aware of circumstances at the time of arranging the business
trip, which could reasonably have been expected to lead to cancellation
of the business trip.
3. For subsections 1. and 2. of What is covered:
a) Any loss or damage arising out of you engaging in manual work.
b) Any financial loss, costs or expenses incurred arising from the interruption of your business.
c) Anything mentioned in What is not covered applicable to all sections of
the policy.
Claims evidence
We will require (at your own expense) the following evidence where relevant:
»» A police report from the local Police in the country where the incident occurred for all loss, theft or attempted theft.
»» A Property Irregularity Report from the airline or a letter from the
carrier where loss, theft or damage occurred in their custody.
»» A letter from your tour operator’s representative, hotel or accommodation provider where appropriate.
»» All travel tickets and tags for submission.
»» Proof of ownership such as an original receipt, a valuation, original
user manual or bank or credit card statements.
»» Repair report where applicable.
»» A medical certificate from the treating medical practitioner explaining why you were unable to make the business trip.
»» In the event of death the original death certificate.
»» Your unused travel tickets.
»» Receipts or bills for any transport, accommodation, or other costs,
charges or expenses claimed for.
»» Details of any household, travel or other insurance under which you
could also claim.
To make a claim under this section please call +44 (0)20 8667 2465 Or
Register your claim online: www.rpclaims.com (Scheme Code: A00806)
c) Loss, theft or damage to gadgets. Claims for gadgets should be made
under section U - Gadget cover.
d) Loss, theft of or damage to business equipment contained in an unattended vehicle:
i) overnight between 9 pm and 9 am (local time) or
ii) at any time between 9 am and 9 pm (local time) unless:
it is locked out of sight in a secure baggage area and
e) Violent and Forcible Entry has been used by an unauthorised person to
gain entry into the vehicle and evidence of this entry is available.
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MAKING A COMPLAINT
AXA Insurance UK plc aims to provide the highest standard of service to
every customer.
If our service does not meet your expectations, we want to hear about it so
we can try to put things right.
All complaints we receive are taken seriously. The following will help us
understand your concerns and give you a fair response.
Making your complaint
If your complaint relates to a claim on your policy, please contact the department dealing with your claim as follows:
the date of our final response to refer your complaint to the Financial Ombudsman Service. This does not affect your right to take legal action.
If we cannot resolve your complaint you may refer it to the Financial Ombudsman Service at the address given below.
The Financial Ombudsman Service
Exchange Tower
Harbour Exchange Square
London
E14 9SR
Tel: 0300 123 9123 or 0800 023 4567
Fax: 020 7964 1001
Email : [email protected]
Our promise to you
We will
All claim complaints (except Gadget cover, Scheduled airline failure
and End supplier failure)
Rightpath Claims,
Airport House,
Purley
Way, Croydon,
CR0 0XZ
Online claims registration: www.rpclaims.com (Scheme Code: A00806)
Tel: +44 (0)20 8667 2465
Gadget Cover Complaints
»»
»»
»»
»»
»»
Acknowledge all complaints promptly.
Investigate quickly and thoroughly.
Keep you informed of progress.
Do everything possible to resolve your complaint.
Use the information from complaints to continuously improve our
service.
Citymain Administrators Ltd
Enterprise House, Isambard Brunel Road
Portsmouth, PO1 2RX
Phone: 0333 999 7934 (local rate call)
E-mail: [email protected]
Scheduled Airline Failure and End Supplier Failure
Any complaint you may have should in the first instance be addressed to:
The Claims Manager IPP Claims Office
IPP House
22-26 Station Road
West Wickham,
Kent, BR4 0PR
Tel: 020 8776 3752
E-mail: [email protected]
All emergency medical assistance complaints
Tel: +44(0) 2920 474139
Fax : +44 (0) 2920 468797and USA toll free fax – 802 419 8222 .
Email: [email protected]
If your complaint relates to your policy, please contact us on 0203 137
9479 [email protected]
When you make contact please provide the following information:
»» Your name, address and postcode, telephone number and e-mail
address (if you have one).
»» Your policy and/or claim number, and the type of policy you hold.
»» The reason for your complaint
»» Any written correspondence should be headed ‘COMPLAINT’ and
you may include copies of supporting material.
Beyond AXA
Should you remain dissatisfied following our final written response, you
may be eligible to refer your case to the Financial Ombudsman Service.
The Financial Ombudsman Service is an independent body that arbitrates
on complaints about general insurance products. You have six months from
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